Knowledge Management Analyst

2 weeks ago

Taguig, Philippines MicroSourcing Full time

Overview

Knowledge Management Analyst at MicroSourcing. Location: BGC, Taguig. Work setup: Onsite, dayshift.

Join MicroSourcing and contribute to projects that connect millions nationwide while working with cutting-edge technology in the telecommunications space.

Your Role

We’re looking for a highly skilled Content Analyst to join our team, reporting to the Associate Director, Optimisation & Platforms. You will ensure the ServiceNow platform maintains accurate, high-quality, and AI-ready data, and you will contribute to the Configuration Management Database (CMDB) and knowledge articles. A key focus is improving data and knowledge quality to enhance operational efficiency, ensure reliable billing, and streamline event management. You will collaborate with stakeholders, report progress to a governance forum, and uplift data and content quality.

  • Data/Content Quality Uplift: Identify and fix inaccurate, outdated, or duplicate data in the CMDB and knowledge articles.
  • Knowledge Management: Ensure knowledge articles are accurate, well-categorized, and up-to-date; structure content with tagging, metadata, and taxonomy to support AI consumption and searchability.
  • Stakeholder Engagement: Collaborate with stakeholders and hold them accountable for timely responses.
  • Reporting & Governance: Provide regular updates to a governance forum on progress and challenges, focusing on AI readiness and governance standards.
  • Documentation: Maintain clear procedural documentation.
  • Task Management: Complete assigned tasks accurately, on time, and with appropriate attention to detail.
What You Need Non-negotiables
  • Content development and management experience, preferably with ServiceNow data or content
  • Proven experience in data quality, cleansing, normalization, and content management across large datasets
  • Proficiency with the ServiceNow platform at a user level
  • Strong documentation, organizational, and time-management skills
  • Professional-level written and verbal English communication skills
  • Results-focused with strong attention to detail and the ability to work autonomously
  • Experience in confident relationship-building and stakeholder management
  • Ability to follow governance standards and defined policies
  • Ability to analyze and interpret data trends, identify anomalies, and recommend corrective actions
Preferred Qualifications
  • Experience supporting AI-powered ServiceNow features
  • Knowledge of IT Service Management (ITSM) processes
  • Experience with ServiceNow reporting and dashboarding
  • Experience reconciling ServiceNow CMDB with external sources
  • Familiarity with CMDB best practices and data governance frameworks
  • Strong understanding of taxonomy, metadata, and categorization for structuring CMDB records and knowledge articles
About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. We are committed to 100% YOU, fostering an inclusive culture that embraces diversity and enables every individual to thrive.

For more information, visit

Terms & conditions apply.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

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