Knowledge Management Strategy Lead
6 days ago
This senior role oversees the organization's knowledge management ecosystem, driving efficiency and reducing support costs through strategic leadership and process ownership.
- Define and implement IT knowledge management strategy and processes aligning with industry best practices.
- Act as 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 trends in knowledge management to drive continuous innovation.
- Minimum 3+ years of progressive experience in IT Service Management, with significant portions 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 deep understanding of IT infrastructure, troubleshooting, and daily operational challenges; service management software 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.
- ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
- KCS v6 Practices certification preferred.
- Technical Acumen: In-depth knowledge of operating systems, hardware, networking, and IT security concepts. Ability to understand and provide feedback on complex technical content.
- Linguistic Proficiency: Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style. Ability to simplify complex technical information for diverse audiences.
- Process & Methodologies: Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices.
- Communication & Collaboration: Excellent written and verbal communication skills, with ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership.
- Analytical & Problem-Solving: Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement. Proven problem-solving capabilities honed through practical IT experience.
- Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization.
- Tool Proficiency: Experience with leading knowledge management platforms and ITSM tools.
- Bachelor's degree in information technology, computer science, technical communications, or related field.
- Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization.
- Analytical & Problem-Solving: Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement. Proven problem-solving capabilities honed through practical IT experience.
- Communication & Collaboration: Excellent written and verbal communication skills, with ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership.
- Process & Methodologies: Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices.
- Linguistic Proficiency: Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style. Ability to simplify complex technical information for diverse audiences.
- Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework.
- At least 3+ years of hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role, demonstrating deep understanding of IT infrastructure, troubleshooting, and daily operational challenges; service management software experience preferred.
Keywords provides trusted services to leading video game companies by leveraging breadth and depth of our industry leading service lines every step of the way.
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