IT Knowledge Strategist

1 week ago

Pagadian, Zamboanga Peninsula, Philippines beBeeStrategic Full time $1,700 - $22,000
Strategic Knowledge Leader

The Strategic Knowledge Leader is a visionary professional responsible for developing and executing the overall vision, governance, and continuous improvement of an organization's IT knowledge management ecosystem. This role requires deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure.

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. They will 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.

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

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

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 KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop)

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

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

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

Education:

  • Bachelor's degree in information technology, Computer Science, Technical Communications, or a related field

Benefits:

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

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