Full-Time Knowledge Manager

The RoleThe Knowledge Management Lead is responsible for designing, implementing, and overseeing the Knowledge Process and policy, all knowledge-related activities, including management, capturing, sharing, and accessibility of knowledge assets. They work alongside stakeholders to promote and optimize knowledge asset usage.

Ideal CandidateStrong interpersonal, leadership, communication, problem-solving, coaching, and teamwork skills are essential to promote knowledge-sharing. Experienced in KCS (Knowledge Centred Service) methodology best practices, the candidate will design the process, toolset, and features to adhere to KCS v6 standards.

Key Responsibilities

• Design, deployment, and ongoing management of the Knowledge Management (KM) process roadmap.
• Design, implement, and deliver KM Process training.
• Align processes and procedures with KCS best practices.
• Promote knowledge sharing across all skill levels.
• Build a knowledge-sharing culture, advocating for KM initiatives.
• Monitor progress using analytics to assess impact, engagement, and effectiveness of KM strategy.
• Design and evaluate performance metrics, correcting shortcomings and streamlining the process.
• Ensure internal support groups, vendors, and suppliers comply with process and content standards.
• Collaborate with other processes and functions to leverage KM benefits.
• Manage knowledge management escalations.
• Manage and leverage existing toolset functionality.
• Design KPIs and ensure targets are met.
• Support other business areas needing KM practices, processes, or information.
• Coordinate with suppliers, contractors, stakeholders.
• Identify opportunities for continuous improvement (tools, staff, training, process).
• Manage and coach other roles under the Knowledge function.
• Coordinate KM strategy with organizational learning strategies.
• Evaluate, revise, and improve KM framework workflows.
• Bring relevant industry insights into the KM framework.
• Identify and celebrate KM program successes.
• Design incentive mechanisms to recognize participants.

Skills & Experience

• Essential: Proven experience in implementing KM strategies in the technology industry or technical groups, adhering to KCS best practices.
• Good working knowledge of KCS methodology.
• Experience designing workflows and processes.
• Project management experience.
• 3+ years ITIL Operational experience and strong knowledge of ITIL v4 and ISO 20000.
• IT Service Management environment experience.
• Technical understanding.
• Excellent English communication (written & oral), experience interacting with all levels of management.
• Self-motivated, capable of identifying activities and solutions.
• Teamwork and strong people skills.
• Coaching/mentoring mentality.

• Desirable: KCS certification(s), understanding and experience of ServiceNow.

Employment Type: Full-time

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