Knowledge Management Specialist II

Knowledge Management Specialist II Crescendo Manila, National Capital Region, Philippines Full‑time, Remote (Metro Manila) – Contract Duration: Full‑time Training Schedule: Monday – Friday Work Schedule: 9 PM – 6 AM (October 30, 2025 expected start date) About CrescendoCrescendo represents peak CX performance in the AI era. We combine world‑class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps. We value people and strive to create a place where careers grow, ideas thrive, and people are empowered to make an impact. What The RoleAs a Knowledge Management Specialist, you will play a crucial role in our business’s growth by helping us achieve our goals of managing one or more operations’ knowledge bases. Collaborate with cross‑functional teams to identify, gather, and organize relevant information, best practices, and resources into a centralized knowledge base. Create and curate engaging and informative content, including articles, guides, tutorials, and videos, to facilitate knowledge transfer and skill development among team members. Design and maintain knowledge libraries using advanced information architecture methods to ensure seamless access and usability for both employees and AI systems. Capture tacit knowledge from subject matter experts through interviews, workshops, and documentation sessions and translate it into structured and accessible formats for broader dissemination. Audit and review the knowledge base regularly to ensure accurate, relevant, and up‑to‑date information and make necessary updates or improvements. Format content for AI‑driven knowledge management solutions that improve information discovery, retrieval, and utilization. Track and analyze key performance metrics related to knowledge utilization, content engagement, and user feedback to measure knowledge management initiatives’ effectiveness and identify improvement areas. Develop training materials and resources to support onboarding and continuous learning initiatives and provide guidance and support to new hires as they navigate the knowledge base. Leverage technology tools and platforms, such as learning management systems (LMS) and knowledge base systems, to enhance the delivery and accessibility of training content. Collaborate with external and internal stakeholders to develop, maintain, and audit help center content, ensuring accuracy and accessibility for both internal and external audiences. What We Expect From You 2+ years of proven experience in knowledge management, content development, information architecture, or instructional design. Understanding of knowledge center support methodologies to build a knowledge base that is effective for staff and partner consumption. Ability to meet tight timelines and attention to detail. Strong analytical and problem‑solving skills, with the ability to translate complex information into clear and concise content. Ability to quickly learn and absorb partner culture, processes, and policies. Strong presentation and technical writing skills. Demonstrated knowledge of instructional design tools. Experience with knowledge management tools and platforms such as Confluence, Notion, Guru, etc. Ability to produce thorough and complete documentation. Ability to work independently as well as a contributing team member. Excellent listening skills and a commitment to communicate clearly, completely, and on time. Excellent time management and organizational skills. Exceptional skills in partnering with partners and staff in developing and maintaining long‑term supportive relationships. Ability to partner with quality evaluators and develop strategies to support staff development opportunities. Willingness to accept coaching to remove barriers to effective working relationships. What You’ll Get In Return Competitive compensation based on experience. Attractive benefits package including medical, dental, and vision options based on location. Access to free posture‑based fitness workouts from home. Paid Sabbatical Leave. Training opportunities provided by Crescendo and outside entities. 1‑on‑1 coaching with feedback sessions, mentorship, and opportunities for cross‑functional development. Core Values Care for others: Empathy is a key driver. When people thrive, so does the mission. Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward. Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next. Take ownership: Bold choices with integrity at the core— that’s how impact lasts. Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning. Equal Opportunity Employer Crescendo is proud to be an equal‑opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. 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