Sr. Trainer-Knowledge Management-Service Desk (Healthcare Pioneering Account

Job description

Work Where Knowledge Drives Excellence

At Tech Mahindra Philippines, we believe great service starts with great knowledge. As a Certified Great Place to Work®, we empower our people with the tools, training, and support they need to succeed.

Join our growing team in Cebu and play a key role in transforming how knowledge is created, shared, and used to deliver world-class customer support.

💼 Why You’ll Love It Here

Career Growth Opportunities – Build your path in Knowledge Management and leadership

Continuous Learning – Exposure to ITIL best practices, tools, and innovation

Collaborative Culture – Work with SMEs, service desk teams, and global stakeholders

Comprehensive Benefits – Health coverage and employee-focused support

Global Impact – Drive service excellence across international programs

Your Day-to-Day📘 Knowledge Strategy & Governance

• Develop and implement Knowledge Management (KM) strategies aligned with ITIL and business goals
• Define templates, standards, and governance processes
• Ensure compliance across teams and drive knowledge-sharing culture

🧠 Knowledge Base Management

• Create, review, and publish knowledge articles, SOPs, FAQs, and troubleshooting guides
• Ensure content is accurate, consistent, and user-friendly
• Maintain taxonomy, tagging, and categorization for easy search
• Conduct regular audits to eliminate outdated or duplicate content

🤝 Collaboration & Training

• Work closely with service desk agents, SMEs, and support teams
• Conduct knowledge capture sessions after major incidents and releases
• Translate technical processes into simple, actionable steps
• Support onboarding through training materials and knowledge packs

📊 Continuous Improvement

• Monitor knowledge usage, search trends, and article effectiveness
• Identify gaps based on ticket patterns and feedback
• Drive improvements in First Contact Resolution (FCR) and service quality
• Recommend process enhancements and automation opportunities

⚙️ Tools & Administration

• Manage KM tools such as ServiceNow, Jira, and Confluence
• Configure workflows for article lifecycle management
• Ensure integration with ticketing systems
• Support tool enhancements and upgrades

✅ What We’re Looking For

• 4–6 years of relevant experience (minimum 3 years in Service Desk environments)
• Experience in Knowledge Management preferred
• Strong communication, analytical, and problem-solving skills
• Excellent time management and multitasking ability
• Technical aptitude and attention to detail
• Experience in transitions or new account setups is a plus
• Experience handling trainers is an advantage

🎓 Qualifications & Certifications

• Bachelor’s degree (Knowledge Management skills preferred)
• ITIL Certification (required/preferred)
• Valid Passport

Work Setup

Location: Cebu Philippines

Shift: Flexible / 24x7 environment

• Work Mode: Onsite