TECHNICAL LEAD - IT KNOWLEDGE MANAGER

Job description

**Department:** IT Knowledge Manager **Location:** Manila, Philippine **Role 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.