Knowledge Strategist

We are seeking a seasoned IT professional to fill the role of Knowledge Manager. This strategic leader will be responsible for overseeing the organization's knowledge management ecosystem, ensuring it is aligned with industry best practices and standards.

The ideal candidate will possess exceptional technical expertise, strong communication skills, and the ability to translate complex technical concepts into actionable knowledge for diverse audiences.

• Strategic Leadership & Process Ownership:
  • Develop and implement a comprehensive knowledge management strategy, incorporating ITIL v4 and KCS v6 methodologies.
  • Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles.
  • Manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
  • Stay abreast of new technologies and industry trends in knowledge management 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 technical writing, grammar, syntax, punctuation, and overall English language quality of knowledge content.
  • Critically review content from a hands-on IT support perspective, ensuring practical applicability and addressing common IT operational challenges.
  • Implement Article Quality Index (AQI) assessments and other metrics to monitor and improve content health.
• Knowledge Sharing & Cultural Enablement:
  • Champion a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange.
  • Guide team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving and continuous improvement.
  • Implement strategies to encourage employee engagement and contribution to the knowledge base.
  • Facilitate the capture of tacit and implicit knowledge from experienced IT staff.
• Tooling & Stakeholder Collaboration:
  • Manage and support existing knowledge management tools and technologies.
  • Collaborate closely with content owners, subject matter experts, service desk analysts, and other stakeholders to understand their needs and ensure knowledge assets meet organizational requirements.
  • Analyze knowledge management data and metrics to inform strategic decisions for process improvement and self-service optimization.
  Requirements
  • Experience:
    • A minimum of 3+ years of progressive experience in IT Service Management, with a significant portion dedicated to Knowledge Management leadership roles.
  • Certifications:
    • ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
  • Skills & Competencies:
    • Technical Acumen: In-depth knowledge of operating systems, 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 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.
    • Analytical & Problem-Solving: Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement.
  • Education:
    • A 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