Manager Knowledge Management

4 days ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱2,000,000 - ₱2,500,000 per year

About the Role

As the
Knowledge Management Lead
, you'll own the strategy, governance, and execution of the Knowledge Management framework. You'll ensure accurate, accessible, and up-to-date information is available to support IT operations and service delivery.

Key Responsibilities

  • Define, document, and enforce the Knowledge Management process across IT functions.
  • Ensure integration of Knowledge Management with other ITIL processes.
  • Manage knowledge articles end-to-end — creation, categorization, validation, and updates.
  • Conduct regular reviews of SOPs, reports, and process metrics for compliance and accuracy.
  • Partner with onsite and offshore teams to align KM practices globally.
  • Generate management reports and provide insights on knowledge effectiveness.

Must-Have Qualifications

  • 10–12 years of experience in Knowledge Management process design, implementation, and governance.
  • ITIL 4 Foundation (or ITIL V3 Foundation)
    certification.
  • Strong written and verbal communication skills.
  • Hands-on experience managing
    ServiceNow
    or similar knowledge bases.
  • Proven stakeholder management experience, including onsite-offshore coordination.

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