IT Knowledge Manager

Summary

Join Keywords Studios as a Knowledge Manager and lead the vision, governance, and continuous improvement of the organization's IT knowledge management ecosystem. Leveraging ITIL v4 and KCS v6 methodologies, you will champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible. This role requires deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure. You will oversee the entire knowledge article lifecycle, from acquisition and creation to utilization, ensuring accuracy, timeliness, and clarity. You will also collaborate with stakeholders, manage knowledge management tools, and analyze data to inform strategic decisions. The ideal candidate possesses exceptional technical acumen, linguistic precision, and strong leadership skills.

Requirements

• 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
• In-depth knowledge of operating systems (Windows, Linux), hardware, networking, and IT security concepts. Ability to understand and provide feedback on complex technical content
• Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style. Ability to simplify complex technical information for diverse audiences
• Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices
• Excellent written and verbal communication skills, with the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership
• Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement. Proven problem-solving capabilities honed through practical IT experience
• Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization
• 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

Responsibilities

• 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
• 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
• Implement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health
• 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
• Manage and support existing knowledge management tools and technologies (e.g., ServiceNow Knowledge Management), 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

Preferred Qualifications

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

Benefits

• Annual paid leaves, Special leaves, other types of leaves
• Health insurance, welfare pension insurance, occupational accident insurance etc
• Commuting costs are covered up 30,000 JPY per month