Strategic Knowledge Architect

14 hours ago

Mandaue City, Central Visayas, Philippines beBeeKnowledgeManager Full time $70,000 - $100,000
Job Title: Knowledge Manager

The ideal candidate will lead and manage the knowledge management function in our organization, ensuring that the knowledge base is up to date, accessible, and effectively utilized.

This role requires a strategic leader responsible for the overall vision, governance, and continuous improvement of the IT knowledge management ecosystem. They will leverage ITIL v4 and KCS v6 methodologies to drive efficiency, reduce support costs, and enhance service delivery.

The successful candidate will have hands-on experience in IT operational roles, specifically within Systems Administration and broader IT Support/infrastructure. They will possess exceptional technical acumen, linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

In this role, you will oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization. You will ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure.

The ideal candidate will champion a culture of knowledge sharing, reducing silos and promoting open information exchange. They will guide and train team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving and continuous improvement.

Key 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.
  • Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation.
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.
  • ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
  • KCS v6 Practices certification preferred.
Benefits:
  • Remote work opportunities.
  • Global exposure.

This is a challenging yet rewarding opportunity for individuals who are passionate about knowledge management and automation. If you are a self-motivated, detail-oriented person with excellent organizational and leadership skills, we encourage you to apply.

About Us:

We are a Great Place to Work certified company, committed to creating a positive and inclusive work environment. We offer a range of benefits and opportunities for growth and development.

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