Senior Knowledge Strategist

2 days ago

Lipa City, Calabarzon, Philippines beBeeKnowledgeManager Full time ₱1,700,000 - ₱2,200,000
Knowledge Manager

Job Description

  • Drive the development and implementation of a comprehensive knowledge management strategy, leveraging ITIL v4 and KCS v6 principles to enhance service delivery and reduce support costs.
  • Oversee the entire knowledge article lifecycle, from creation to storage, organization, distribution, and utilization, ensuring accuracy, timeliness, relevance, and consistency in language and structure.
  • Provide expert feedback on technical content, translating complex concepts into clear, actionable knowledge for diverse audiences, and champion a culture of knowledge sharing across all IT teams.
  • Collaborate closely with content owners, subject matter experts, service desk analysts, and other stakeholders to understand their needs, drive adoption, and ensure knowledge assets meet organizational requirements.
  • Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

Required Skills and Qualifications

  • 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.

Benefits

  • Great Place to Work certified for 4 consecutive years.
  • Remote work opportunities.
  • Global exposure and career growth.

Others

Keywords is a trusted provider of technical services to leading content creators and publishers, empowering them to remain lean and agile while creating engaging experiences.

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