Manager, IT Knowledge Management

Job Detail

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.

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.

: Regular

: Manager

: Day Job