Technical Knowledge Expert

    We are seeking a seasoned Technical Knowledge Expert to lead and manage our organization's knowledge management function.

    As the ideal candidate, you will possess exceptional technical acumen, outstanding linguistic proficiency, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

    Your primary responsibility will be to champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery.

• Strategic Leadership & Process Ownership:
  • Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with industry best practices and standards.
  • Act as the process owner for knowledge management, ensuring adherence to governance and quality standards for 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 methodologies in knowledge management, including AI and document automation, 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 the technicalities of grammar, syntax, punctuation, and overall English language quality of knowledge content, ensuring clarity and precision for diverse technical and non-technical audiences.
  • Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.
  • Implement and utilize 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 principles, emphasizing knowledge creation as a by-product of problem-solving and continuous improvement.
  • Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs and incentives.
  • 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, 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.

• Experience:
  • Minimum 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.
  • Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework.
• Certifications:
  • ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
• Skills & Competencies:
  • Technical Acumen: In-depth knowledge of operating systems, 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.

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