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Manager, IT Knowledge Management – ()
Description
Job Purpose
- The Manager, IT Knowledge Management will lead the design, implementation, and governance of IT knowledge strategies to enhance IT Service Management (ITSM) effectiveness and organizational learning.
- This role is critical in ensuring IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, structured, and shared to enable efficiency, reduce waste, and improve service quality.
- The incumbent will manage a team responsible for maintaining IT knowledge repositories, driving knowledge-sharing culture, and aligning knowledge management initiatives with enterprise goals and compliance standards.
Job Responsibilities / Accountabilities
- Develop and implement a strategic roadmap for IT Knowledge Management in alignment with ITSM frameworks and organizational objectives.
- Lead the establishment and governance of IT knowledge repositories, ensuring content accuracy, accessibility, and usability.
- Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.
- Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure IT knowledge supports end-to-end service delivery.
- Oversee the integration of knowledge management practices with ITSM tools to streamline support and incident resolution.
- Promote adoption of self-service knowledge portals to enhance user experience and reduce support demand.
- Monitor knowledge usage, quality, and effectiveness through KPIs, analytics, and feedback loops.
- Stay abreast of emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendation.
- Lead, mentor, and develop a team of knowledge analysts/administrators to deliver on KM objectives.
- Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.
- Foster a culture of continuous improvement, collaboration, and innovation within IT and across stakeholder groups.
Qualifications
Requirements
- University degree in Computer Science, Information Technology, Knowledge Management, or a related discipline.
- 5+ years of experience in IT Service Management, Knowledge Management, or ITSM-related leadership roles.
- Proven experience managing enterprise-level knowledgebases or Centers of Excellence.
- Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).
- Experience integrating knowledge management with ITSM, DevOps, or Agile models.
- Skilled in data-driven decision-making, reporting, and knowledge analytics.
- Excellent leadership, communication, and change management skills.
- Experience with vendor management and enterprise knowledge tools.
- Familiarity with emerging trends such as AI-powered KM, self-service portals, and intelligent search.
- Project Management certifications (e.g., PMP, PRINCE2) desirable.
- Must have ITIL 4 certification.
Essential Knowledge
- Excellent understanding of ITSM tools and platforms.
- Strong knowledge of knowledge management principles, frameworks, and lifecycle.
- Proficiency in computing principles and MS Office applications.
- Familiarity with AI/automation technologies that support knowledge capture and retrieval.
Key Critical Competencies
- Strong working knowledge of ITIL Service Management practices (Knowledge Management, Request Fulfillment, Event, Incident, Problem, and Change processes).
- Customer-focused mindset with commitment to deliver value.
- Strong analytical and problem-solving skills with the ability to interpret data and trends.
- Proven ability to manage, mentor, and lead cross-functional teams.
- Excellent organizational skills with capability to prioritize workloads and manage multiple projects.
- Strong communication, collaboration, and stakeholder management skills.
