Senior Knowledge Strategist

1 day ago

San Juan, National Capital Region, Philippines beBeeKnowledgeManager Full time $96,000 - $124,000
Knowledge Manager Job Description

We are seeking a seasoned professional to lead our knowledge management function, ensuring that our knowledge base is up-to-date, accessible, and effectively utilized. This key role involves strategic leadership, content management, and knowledge sharing.

Key Responsibilities:
  • Strategic Leadership & Process Ownership:
    • Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with best practices.
    • 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 trends in knowledge management 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 grammar, syntax, punctuation, and English language quality of knowledge content, ensuring clarity and precision for diverse technical and non-technical audiences.
    • Critically review content from an IT support and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.
    • Implement 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 knowledge creation best practices, emphasizing problem-solving and continuous improvement.
    • Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs 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, and service desk analysts to understand their needs and drive adoption.
    • Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

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