
IT Knowledge Management Expert
3 days ago
Job Title: Knowledge Manager
About the RoleThe Knowledge Manager is a strategic leader responsible for overseeing the overall vision and continuous improvement of our IT knowledge management ecosystem.
This role requires deep hands-on experience in Systems Administration and broader IT Support/infrastructure, leveraging ITIL v4 and KCS v6 methodologies to drive efficiency, reduce support costs, and enhance service delivery.
The ideal candidate will have exceptional technical acumen, linguistic precision, and the ability to translate complex concepts into actionable knowledge for diverse audiences.
Key Responsibilities- Define and implement the IT knowledge management strategy and processes.
- Act as the process owner for knowledge management.
- Develop and manage the knowledge management framework.
- Stay abreast of new technologies and industry best practices.
- Oversight of the entire knowledge article lifecycle.
The successful candidate will be responsible for managing, organizing, and maintaining vast amounts of information and data for all aspects of IT Service Delivery. They will champion a culture of knowledge sharing, capturing collective experience, validating, and making it accessible.
This includes providing expert feedback on content quality, critically reviewing content from an IT support perspective, and implementing Article Quality Index (AQI) assessments.
They will also guide team members on KCS practices, implement strategies to encourage employee engagement, facilitate tacit knowledge capture, and collaborate closely with stakeholders.
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