The role of the Knowledge Manager is essential in ensuring that technical and operational documentation is of high quality, well-organized, and easily accessible for various stakeholders within the organization. This role involves managing and improving the organizations knowledge base, promoting knowledge-sharing practices, and ensuring that documentation aligns with ITIL best practices. The Knowledge Manager will serve as a central point of contact for all knowledge management-related queries, ensuring that the organization maximizes the value of its knowledge assets.
This role is ideal for someone with a passion for knowledge management, excellent communication skills, and the ability to work with diverse technical teams to ensure efficient knowledge dissemination.
responsibilities :
Verify the quality of technical and operational documentation to ensure clarity, accuracy, and usefulness.
Coordinate and/or create operational documentation where necessary to fill gaps or enhance existing materials.
Translate technical documentation into user-friendly knowledge articles tailored to the needs of different audiences.
Support the process of capturing new knowledge using the IT Knowledge Management System.
Ensure that knowledge articles are simple, easy to access, and structured for ease of maintenance in alignment with organizational needs.
Drive consistency in documented knowledge base (KB) articles and solutions.
Maintain relevant content to support new team members and ongoing training initiatives.
Encourage employees at all levels to share knowledge effectively and efficiently.
Act as a single point of contact for all Knowledge Management-related inquiries.
Monitor progress and learning processes by tracking engagement levels, project outcomes, and key performance metrics.
Adhere to ITIL best practices in knowledge management activities.
requirements-expected :
Strong understanding and practical experience with ITIL frameworks.
Previous experience in a Knowledge Management role with a proven track record of improving knowledge-sharing practices.
Strong analytical and critical thinking skills, with the ability to translate complex technical data into clear and comprehensible documentation.
Experience in managing multiple stakeholders across different organizational levels.
Hands-on experience with IT Service Management (ITSM) tools, with a focus on the Knowledge Management module.
