Knowledge Manager
4 days ago
The Knowledge Manager is responsible for developing, managing, and maintaining the organization's knowledge management processes and systems. This role ensures that employees have access to accurate, relevant, and up-to-date information to support service delivery and operational excellence. The Knowledge Manager will promote a culture of knowledge sharing, drive improvements in knowledge quality, and oversee the tools and technologies used for knowledge management.
Knowledge Management Strategy- Develop and implement a knowledge management strategy aligned with organizational goals.
- Establish best practices and standards for creating, storing, and accessing knowledge.
- Promote a knowledge-sharing culture across the organization.
- Ensure knowledge articles, documentation, and processes are accurate, comprehensive, and up-to-date.
- Work with subject matter experts (SMEs) to develop high-quality content.
- Perform regular audits and updates of the knowledge base to maintain relevance and accuracy.
- Ensure documents comply with regulatory and organizational standards.
- Manage the organization's knowledge management tools and platforms (e.g., ServiceNow, Confluence, SharePoint).
- Ensure that the knowledge base is user-friendly and optimized for searchability.
- Monitor and report on knowledge base usage and performance metrics.
- Provide training to employees on knowledge management processes and tools.
- Act as a point of contact for knowledge-related inquiries and issues.
- Encourage and guide employees in contributing to the knowledge base.
- Identify opportunities to improve knowledge management processes and tools.
- Leverage feedback from users to enhance the usability and effectiveness of the knowledge base.
- Monitor industry trends and emerging technologies to keep the organization's knowledge management practices current.
- Collaborate with IT, Service Managers, and Process Owners to ensure knowledge alignment with service delivery.
- Engage with key stakeholders to understand their knowledge needs and address gaps.
- At least Bachelor's degree.
- 3-5 years of experience in knowledge management or a similar role.
- Experience with knowledge management tools and ITSM platforms: ServiceNow, SharePoint, Confluence.
- Experience with ITIL practices.
- Strong organizational and project management skills.
- Excellent written and verbal communication abilities.
- Proficiency in knowledge management tools and platforms.
- Analytical skills for monitoring and improving knowledge systems.
- Ability to engage and train stakeholders at all organizational levels.
- ITIL Foundation Certification a plus.
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