IT Strategic Knowledge Manager

2 days ago

Ayala Alabang, National Capital Region, Philippines beBeeKnowledge Full time ₱1,700 - ₱2,200
Strategic Knowledge Leader

The ideal candidate will oversee the development and implementation of a comprehensive knowledge management strategy, aligning with ITIL v4 and KCS v6 principles. This role requires strong leadership skills, technical acumen, and the ability to foster a culture of knowledge sharing.

  • Key Responsibilities:
    • Develop and implement a 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
    • 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
  • 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
    • Demonstrated experience in technical writing, editing, and content quality assurance
  • Skills & Competencies:
    • Technical Acumen: In-depth knowledge of operating systems (Windows, Linux), 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 the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership
    • Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization
  • Benefits:
    • Great Place to Work certified
    • Remote work option
    • Global exposure

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