IT Knowledge Management Strategist

We are seeking a highly skilled and experienced IT Knowledge Manager to join our team. As a strategic leader, you will oversee the organization's IT knowledge management ecosystem, ensuring collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery.

The ideal candidate will possess exceptional technical acumen, linguistic proficiency, and ability to translate complex technical concepts into clear actionable knowledge for diverse audiences. They will champion a culture of knowledge sharing, guiding and training team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop).

To be successful in this role, you must have a 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.

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.
• 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, ensuring clarity and precision for diverse technical and non-technical audiences.
• Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.
• Champion and foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange.
• Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification.
• Facilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs.
• Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

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 (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.