Knowledge Manager

Summary

Join Keywords as a Knowledge Manager and lead the vision, governance, and continuous improvement of our IT knowledge management ecosystem. Leveraging ITIL v4 and KCS v6 methodologies, you will use your deep, hands-on IT operational experience to translate complex technical concepts into clear knowledge for diverse audiences. Champion a culture of knowledge sharing, ensuring collective experience is captured and accessible to drive efficiency and enhance service delivery. You will manage, organize, and maintain a vast array of information and data for all aspects of IT Service Delivery. You will also be responsible for technical writer(s) for IT, with a particular focus on ServiceNow knowledge management workflows. This role requires strategic leadership, content management, knowledge sharing, and collaboration with stakeholders.

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
• ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred
• 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

KCS v6 Practices certification preferred

Benefits

• Remote work
• Global exposure