Strategic IT Knowledge Manager

The Knowledge Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of an organization's IT knowledge management ecosystem. Leveraging ITIL v4 and KCS v6 methodologies, this role champions 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.

• Strategic Leadership & Process Ownership:
• 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.

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.
• Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.

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.
• Facilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs.

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 (SMEs), service desk analysts, and other stakeholders to understand their needs, drive adoption, and ensure knowledge assets meet organizational requirements.
• Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

RequirementsExperience:

• 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.

• ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
• KCS v6 Practices certification preferred.

• 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.

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

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