Knowledge Manager Position

2 days ago

Iloilo City, Western Visayas, Philippines beBeeKnowledgeManager Full time $1,700 - $22,000
Job Title: Knowledge Manager

A Strategic Leader in IT Knowledge Management

This role requires a deep understanding of ITIL v4 and KCS v6 methodologies, as well as hands-on experience with Systems Administration and broader IT Support/infrastructure.

  • 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
Requirements
  • Experience:
  • 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
Certifications
  • ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred
  • KCS v6 Practices certification preferred
Skills & Competencies
  • Technical Acumen: In-depth knowledge of operating systems (Windows, Linux), 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
  • Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization
  • Tool Proficiency: Experience with leading Knowledge Management platforms (e.g., ServiceNow Knowledge Management, Confluence) and ITSM tools
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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