Knowledge Management Specialist

Job Title: Knowledge Management Specialist

The role of the Knowledge Management Specialist is to develop, implement, and maintain a comprehensive knowledge management strategy that aligns with IT service management principles. This position requires strong technical acumen, excellent communication skills, and the ability to simplify complex information for diverse audiences.

About the Role:

• This individual will oversee the entire knowledge article lifecycle, from creation to storage and utilization.
• Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
• Stay up-to-date with new technologies and industry best practices in knowledge management to drive continuous innovation.

Key Responsibilities:

• Knowledge Content Development:
  • Develop high-quality, accurate, and relevant knowledge articles that cater to diverse technical and non-technical audiences.
  • Provide expert feedback on technical writing, grammar, syntax, punctuation, and overall English language quality of knowledge content.
• Knowledge Sharing & Cultural Enablement:
  • Foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange.
  • Guide and train team members on knowledge-centered service (KCS) practices, emphasizing knowledge creation as a by-product of problem-solving and continuous improvement.
• Process & Methodologies:
  • Implement and administer knowledge-centered service (KCS) methodology within an IT service management framework.
  • Ensure adherence to governance and standards for quality, consistency, and accessibility of knowledge articles.

Requirements:

• Minimum of 3+ years of progressive experience in IT service management, with a significant portion dedicated to knowledge management leadership roles.
• 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.
• Proven experience in implementing and administering knowledge-centered service (KCS) methodology within an IT service management 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.
• Linguistic Proficiency: Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style.
• 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.
• 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 and IT service management tools.

Education:

• Bachelor's degree in information technology, computer science, technical communications, or a related field.