Chief Knowledge Officer

We are seeking an experienced Knowledge Manager to lead and manage the knowledge management function in our organization. The ideal candidate will possess exceptional technical acumen, a keen eye for linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

• Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles
• 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

The Knowledge Manager will be responsible for overseeing the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization. They will ensure that knowledge articles are accurate, timely, relevant, and consistent in language and structure.

The successful candidate will have a passion for knowledge management and automation, with a proven track record of implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework. They will also have excellent written and verbal communication skills, with the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership.

• 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

• 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
• 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 (e.g., ServiceNow Knowledge Management, Confluence) and ITSM tools

• Great Place to Work certified for 4 consecutive years
• Remote work
• Global exposure

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting