Knowledge Manager
Core
Establishes, governs, and improves knowledge management practices to turn operational insight into reusable knowledge supporting service quality and customer experience.
Role type
Knowledge Manager
Builds
Enterprise knowledge repositories, reusable knowledge assets, and self-service content
Domain
IT Operations / Service Management
Required skills
Knowledge governance, lifecycle process design, enterprise repository management, gap analysis, content curation, stakeholder alignment, workshop facilitation, data reporting
Preferred skills
IT Service Management, knowledge-centered service, ServiceNow Knowledge Management, AI-assisted curation, workflow automation, ITIL certification
Technologies
ServiceNow Knowledge Management, knowledge platforms, collaboration tools, analytics tools, automation tools
Responsibilities
Develop and maintain knowledge management strategy and governance standards; Manage enterprise knowledge repositories and content lifecycle; Monitor knowledge quality and usage metrics to drive continuous improvement; Align knowledge initiatives with organizational priorities through stakeholder collaboration.
Seniority
Mid-Senior, hands-on IC
