IT Knowledge Strategist

23 hours ago

Marikina City, National Capital Region, Philippines beBeeKnowledge Full time $110,000 - $130,000
Expert Knowledge Custodian

The role of an Expert Knowledge Custodian is pivotal in spearheading the organization's IT knowledge management ecosystem. This individual must possess a deep understanding of IT operational experience, particularly within Systems Administration and broader IT Support/infrastructure.

The ideal candidate will have exceptional technical acumen, coupled with linguistic precision and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences. They will champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery.

This position involves overseeing and managing the knowledge management function in our organization, ensuring that the knowledge base is up-to-date, accessible, and effectively utilized. The Expert Knowledge Custodian will be responsible for managing, organizing, and maintaining a vast array of information and data for all aspects of IT Service Delivery.

Key Responsibilities:

  • Define, 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.
  • 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.

Requirements:

  • Minimum of 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.

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