Lead Knowledge Architect

2 days ago

Cainta, Calabarzon, Philippines beBeeKnowledge Full time $124,471 - $143,652
Senior Information Architect

Keywords is seeking a Senior Information Architect to lead and manage the knowledge management function in our organization.

This role will be responsible for defining, implementing, and continuously improving the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles.

The ideal candidate will have a passion for knowledge management and automation, with hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role.

Key Responsibilities:

  • Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
  • 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.
  • 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.

Desirable Skills:

  • Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices.
  • Excellent written and verbal communication skills, with the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership.
  • Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement.

We offer a competitive salary and benefits package, remote work options, and global exposure. If you are a self-motivated, detail-oriented person with excellent organizational and leadership skills, we encourage you to apply.

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