Information Architect

The ideal candidate for this role will be a visionary leader responsible for driving the overall vision, governance, and continuous improvement of an organization's IT knowledge management ecosystem.

• Strategic Leadership & Process Ownership:
  • Develop, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles.
  • Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles.
  • Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
  • Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation.
• Content Management & Quality Assurance:
  • Oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization.
  • Ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure.
  • Provide expert feedback on the technicalities of grammar, syntax, punctuation, and overall English language quality of knowledge content, ensuring clarity and precision for diverse technical and non-technical audiences.
  • Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.
  • Implement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health.
• Knowledge Sharing & Cultural Enablement:
  • Champion and foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange.
  • Guide and train team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop).
  • Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification.
  • Facilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs.
• Tooling & Stakeholder Collaboration:
  • Manage and support existing knowledge management tools and technologies, providing technical expertise and liaising between IT and other stakeholders.
  • Collaborate closely with content owners, subject matter experts (SMEs), service desk analysts, and other stakeholders to understand their needs, drive adoption, and ensure knowledge assets meet organizational requirements.
  • Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.
  Requirements:
  • Minimum 3+ years of progressive experience in IT Service Management, with a significant portion dedicated to Knowledge Management leadership roles.
  • At least 3+ years of hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role, demonstrating a deep understanding of IT infrastructure, troubleshooting, and daily operational challenges; ServiceNow experience preferred.
  • Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework.
  • Demonstrated experience in technical writing, editing, and content quality assurance.
  Education:
  • Bachelor's degree in information technology, Computer Science, Technical Communications, or a related field.