Job Summary

Job Description: Knowledge Manager Role Summary An experienced Knowledge Manager to establish, govern and continuously improve the organization\'s Knowledge Management (KM) framework. The role will be responsible for driving knowledge creation, capture, reuse and distribution across teams to improve operational efficiency, reduce resolution time, enhance employee experience and support continuous improvement initiatives. Experience 6–8 years of experience in Knowledge Management, Process Excellence, IT Operations and Service Management. Main Responsibilities • Define and implement Knowledge Management strategies, processes and governance models. • Establish standards, templates and controls for knowledge creation, approval, review and archival. • Ensure compliance with organizational and audit requirements. • Oversee the end-to-end lifecycle of knowledge articles, SOPs, work instructions, FAQs and playbooks. • Ensure knowledge content remains current, accurate and relevant through periodic reviews. • Drive knowledge base optimization and retirement of obsolete content. • Collaborate with Incident, Problem, Change, Service Request and other relevant teams to identify knowledge gaps. • Promote Shift-Left initiatives to improve self-service adoption and reduce support effort. • Utilize KM metrics to improve service quality and operational efficiency. • Partner with business units, SMEs, process owners and delivery teams to capture critical knowledge. • Facilitate knowledge-sharing sessions, communities of practice and learning forums. • Develop and maintain KM dashboards and KPI reports. • Analyze usage trends, search effectiveness, article quality and reuse metrics. • Present insights and improvement recommendations to leadership. • Implement best practices in KM tools and technologies. • Explore AI and automation opportunities for content generation, search optimization and knowledge discovery. • Lead KM improvement projects and process transformation initiatives.

Key Responsibilities

 Job Description: Knowledge Manager Role Summary An experienced Knowledge Manager to establish, govern and continuously improve the organization\'s Knowledge Management (KM) framework. The role will be responsible for driving knowledge creation, capture, reuse and distribution across teams to improve operational efficiency, reduce resolution time, enhance employee experience and support continuous improvement initiatives. Experience 6–8 years of experience in Knowledge Management, Process Excellence, IT Operations and Service Management. Main Responsibilities • Define and implement Knowledge Management strategies, processes and governance models. • Establish standards, templates and controls for knowledge creation, approval, review and archival. • Ensure compliance with organizational and audit requirements. • Oversee the end-to-end lifecycle of knowledge articles, SOPs, work instructions, FAQs and playbooks. • Ensure knowledge content remains current, accurate and relevant through periodic reviews. • Drive knowledge base optimization and retirement of obsolete content. • Collaborate with Incident, Problem, Change, Service Request and other relevant teams to identify knowledge gaps. • Promote Shift-Left initiatives to improve self-service adoption and reduce support effort. • Utilize KM metrics to improve service quality and operational efficiency. • Partner with business units, SMEs, process owners and delivery teams to capture critical knowledge. • Facilitate knowledge-sharing sessions, communities of practice and learning forums. • Develop and maintain KM dashboards and KPI reports. • Analyze usage trends, search effectiveness, article quality and reuse metrics. • Present insights and improvement recommendations to leadership. • Implement best practices in KM tools and technologies. • Explore AI and automation opportunities for content generation, search optimization and knowledge discovery. • Lead KM improvement projects and process transformation initiatives.

Skill Requirements

Job Description: Knowledge Manager Role Summary An experienced Knowledge Manager to establish, govern and continuously improve the organization\'s Knowledge Management (KM) framework. The role will be responsible for driving knowledge creation, capture, reuse and distribution across teams to improve operational efficiency, reduce resolution time, enhance employee experience and support continuous improvement initiatives. Experience 6–8 years of experience in Knowledge Management, Process Excellence, IT Operations and Service Management. Main Responsibilities • Define and implement Knowledge Management strategies, processes and governance models. • Establish standards, templates and controls for knowledge creation, approval, review and archival. • Ensure compliance with organizational and audit requirements. • Oversee the end-to-end lifecycle of knowledge articles, SOPs, work instructions, FAQs and playbooks. • Ensure knowledge content remains current, accurate and relevant through periodic reviews. • Drive knowledge base optimization and retirement of obsolete content. • Collaborate with Incident, Problem, Change, Service Request and other relevant teams to identify knowledge gaps. • Promote Shift-Left initiatives to improve self-service adoption and reduce support effort. • Utilize KM metrics to improve service quality and operational efficiency. • Partner with business units, SMEs, process owners and delivery teams to capture critical knowledge. • Facilitate knowledge-sharing sessions, communities of practice and learning forums. • Develop and maintain KM dashboards and KPI reports. • Analyze usage trends, search effectiveness, article quality and reuse metrics. • Present insights and improvement recommendations to leadership. • Implement best practices in KM tools and technologies. • Explore AI and automation opportunities for content generation, search optimization and knowledge discovery. • Lead KM improvement projects and process transformation initiatives.

Other Requirements

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