Position: IT Knowledge Manager
Location: Manila, Philippines
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.
- Running monthly Campaigns
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 and Dashboards.
- 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.