Expert in IT Knowledge Management

1 day ago

Pasay, National Capital Region, Philippines beBeeKnowledge Full time $17,000 - $22,000
Lead Technical Content Manager

The Lead Technical Content Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of the organization's IT knowledge management ecosystem. This role requires deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure.

Main Responsibilities:
  • 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 ideal candidate will possess exceptional technical acumen, linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

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, hardware, networking, and IT security concepts
  • Linguistic Proficiency: Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style
  • 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 and stakeholders
  • Analytical & Problem-Solving: Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement
  • Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment

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