Knowledge Management Specialist

Ashish Seth

Professional Summary

Knowledge Management Specialist with 3+ years of experience improving FCR, deflection, and article quality through structured documentation and content strategy. Skilled in ServiceNow, KEDB, AQI, and reporting tools like Power BI and Tableau. ITIL® certified with a strong foundation in service delivery and self-service enablement.

Work Experience

Senior Knowledge Management Analyst at Capgemini

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Managed 1,500+ support knowledge articles in ServiceNow, improving ticket deflection by 40% and First Contact Resolution (FCR) by 25%. Developed and maintained the Known Error Database (KEDB) to reduce resolution time and ensure access to critical fixes. Built dashboards using Tableau and Power BI to monitor usage trends, content gaps, and AQI scores. Streamlined onboarding through structured documentation and support training, cutting ramp-up time by 20%. Led CSI initiatives to continuously improve content workflows, approval cycles, and governance processes. Applied SEO and findability best practices to enhance article relevance and search accuracy. Collaborated with service leads to align content with business objectives and evolving user needs.

Knowledge/Operations Intern at Pantaloons (Aditya Birla Group)

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Contributed to internal documentation and project tracking aligned with organizational SOPs. Supported operational analysis to identify process gaps and recommend improvements. Developed skills in structured content management and cross-functional communication.

Education

Bachelor of Business Administration in Business Analytics

Bengal School of Technology and Management

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GPA: 8.7

Skills

Technical Skills

  • ServiceNow Knowledge Base
  • Known Error Database (KEDB)
  • Article Quality Index (AQI)
  • SEO for Support Content
  • KPI Reporting
  • Power BI
  • Tableau
  • SOP Documentation
  • Technical Documentation
  • Process Improvement

Soft Skills

  • Stakeholder Collaboration
  • Cross-Functional Training
  • Process Improvement
  • Continual Service Improvement (CSI)

Certifications

ITIL® v4 Foundation

PeopleCert

Google IT Support Professional Certificate

Coursera

Capgemini Ocean Certified Network Practitioner

Cisco Cybersecurity Operations Fundamentals

Coursera

Score
85/100
Certifications
70/100
Skills
90/100
Education
80/100
Projects
75/100
Header
85/100
Work Experience
83/100
Profile
88/100
Standardize date formats and employment type entries across all sections for ATS consistency.
Enhance formatting in work experience and projects with bullet points to improve readability and keyword scanning.
Clarify certification statuses and provide issuing authorities for all credentials.
Add more measurable outcomes or specific contributions in internship and project descriptions.
Include a brief objective or additional summary highlights to capture recruiter attention quickly.
Strong quantifiable achievements demonstrating impact on ticket deflection and resolution metrics.
Comprehensive skill set including both technical tools and process improvement methodologies.
Relevant certifications and continuous learning mindset with upcoming ITIL and cybersecurity credentials.
Clear focus on knowledge management with practical experience in ServiceNow and dashboarding tools.

Certifications

70%
Certifications listed are relevant and show ongoing professional development, particularly ITIL and cybersecurity-related credentials.
Several certifications have future dates; consider indicating if currently in progress or expected completion to clarify status.
Add issuing authority where missing (e.g., Capgemini Ocean Certified Network Practitioner) to improve credibility.
List certifications in reverse chronological order and include certification IDs if available.

Skills

90%
Skills section is comprehensive, covering hard skills, soft skills, and tools, which supports both ATS keyword matching and recruiter review.
The inclusion of specific tools like ServiceNow, Power BI, Tableau, and SEO-related skills is well-aligned with the role.
Consider prioritizing the most relevant skills at the top and grouping similar skills together for clarity.

Education

80%
Education section includes degree, institution, GPA, and relevant coursework which adds credibility and context.
Graduated top of the class is a strong differentiator; consider highlighting any honors or awards explicitly.
Add month/year formatting consistency for start and end dates to improve ATS parsing.

Projects

75%
Project description includes clear objectives and outcomes, demonstrating applied skills and impact.
Dates are recent and relevant, which adds to candidate's currency in the field.
Expand on technical challenges faced or specific methodologies used to add depth.
Consider formatting as bullet points for easier readability.

Header

85%
Header includes essential contact information and a professional headline which helps ATS and recruiters quickly identify candidate's role.
Consider adding a complete address or at least a state/region to improve geographic clarity for recruiters.
Ensure LinkedIn URL is a full clickable link and uses a custom URL for better professionalism and ATS parsing.

Work Experience

83%
Work experience descriptions include strong quantifiable achievements (e.g., 'improving ticket deflection by 40%', 'cutting ramp-up time by 20%') which enhance recruiter appeal.
Use consistent formatting for dates and employment types to improve ATS parsing and readability.
Expand on the internship role with more measurable outcomes or specific tools used to strengthen this section.
Consider adding bullet points for easier scanning and to separate accomplishments clearly.

Profile

88%
The summary is concise and includes relevant keywords such as 'Knowledge Management', 'ServiceNow', 'ITIL', and metrics like 'FCR' and 'deflection' which improve ATS keyword matching.
Profile highlights are well-structured and emphasize key skills and accomplishments aligned with the role.
Consider adding a brief objective statement or further quantifiable achievements to increase impact.
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