IT Knowledge Management Strategist

The IT Knowledge Management Strategist is a forward-thinking leader responsible for the overall vision, governance, and continuous improvement of the organization's knowledge management ecosystem.

This role requires deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure.

• Create, implement, and continuously improve the 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.

Key responsibilities include:

• 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.

The ideal candidate will possess exceptional technical acumen, linguistic proficiency, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

Strategic Leadership & Process Ownership

• Create, implement, and continuously improve the 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, ensuring clarity and precision for diverse technical and non-technical audiences.

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).
• Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification.

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

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.

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.

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