Key Responsibilities

Knowledge Management Strategy

Develop and implement a knowledge management strategy aligned with organisational goals.Establish best practices and standards for creating, storing, and accessing knowledge.Promote a knowledge-sharing culture across the organization.

Content Development and Maintenance

Ensure knowledge articles, documentation, and processes are accurate, comprehensive, and up-to-date.Work with subject matter experts (SMEs) to develop high-quality content.Perform regular audits and updates of the knowledge base to maintain relevance and accuracy.Ensure documents comply with regulatory and organisational standards

Knowledge Base Administration

Manage the organisation’s knowledge management tools and platforms (e.g., ServiceNow, Confluence, SharePoint).Ensure that the knowledge base is user-friendly and optimised for searchability.Monitor and report on knowledge base usage and performance metrics.

Training and Support

Provide training to employees on knowledge management processes and tools.Act as a point of contact for knowledge-related inquiries and issues.Encourage and guide employees in contributing to the knowledge base.

Continual Improvement

Identify opportunities to improve knowledge management processes and tools.Leverage feedback from users to enhance the usability and effectiveness of the knowledge base.Monitor industry trends and emerging technologies to keep the organization’s knowledge management practices current.

Collaboration and Stakeholder Engagement

Collaborate with IT, Service Managers, and Process Owners to ensure knowledge alignment with service delivery.Engage with key stakeholders to understand their knowledge needs and address gaps.

Qualifications

Education:

Bachelor’s degree in information management, Business Administration, IT, or a related field.

Experience:

3-5 years of experience in knowledge management or a similar role.Experience with knowledge management tools and ITSM platforms- ServiceNow, SharePoint, Confluence requiredExperience with ITIL practices.

Skills:

Strong organizational and project management skills.Excellent written and verbal communication abilities.Proficiency in knowledge management tools and platforms.Analytical skills for monitoring and improving knowledge systems.Ability to engage and train stakeholders at all organizational levels.

Certifications (Preferred):

ITIL Foundation Certification.

Key Competencies

Collaboration and TeamworkAttention to DetailProblem-SolvingInitiative and DriveCustomer-Centric Mindset

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