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.

IT Knowledge Manager

Your 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.

Our requirements

• 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.