Department: IT Knowledge ManagerLocation: ?Manila, PhilippineRole Type: Full-time
Job Description (JD)
The IT Knowledge Manager is responsible for developing, maintaining, and governing the organization's knowledge management framework to ensure accurate, accessible, and up-to-date technical and operational documentation. The role involves managing the knowledge repository, standardizing documentation processes, enabling continuous knowledge sharing, and collaborating with cross-functional teams to support service delivery, transition, and operational excellence.
Key Responsibilities
1. Knowledge Creation Maintenance
- Create new knowledge articles and update existing content to ensure accuracy and relevance.
- Manage ongoing curation and enhancement of knowledge assets within ServiceNow.
- Track, review, and ensure timely closure of comments or updates on existing KB articles.
2. Multimedia Digital Learning
- Develop multimedia content such as videos, quick-guides, and visual learning assets.
- Deliver WalkMe tutorials in collaboration with the WalkMe developer to support user adoption and self-help.
3. Governance Reporting
- Drive weekly and monthly KM governance meetings and publish structured reports.
- Support internal and external Knowledge Management assessments with required data, evidence, and process updates.
4. Awareness, Training Enablement
- Conduct KM awareness sessions, monthly campaigns, and knowledge-sharing activities.
- Coordinate SME availability, follow-ups, and validation for knowledge content.
- Implement and manage gamification initiatives to increase user engagement and knowledge contribution.
5. Continuous Improvement
- Identify gaps in documentation, training, or process adherence and drive corrective actions.
- Work closely with stakeholders to enhance knowledge quality, accessibility, and adoption across IT teams.
Required Skills Qualifications
- Strong understanding of Knowledge Management processes (ITIL aligned).
- Experience with ServiceNow Knowledge Base or similar KM tools.
- Proficiency in documentation, instructional design, and multimedia content creation.
- Ability to collaborate with SMEs and cross-functional technical teams.
- Excellent communication, organization, and governance reporting skills.
- Experience with digital adoption platforms (e.g., WalkMe) is an advantage.
