Knowledge Manager - 12-Month Fixed Term Contract
Core
Managing knowledge across ITSM functional areas by creating, sharing, and governing support documentation and knowledge bases to optimize team performance.
Role type
Senior ITSM Knowledge Manager
Builds
Unified support manuals, knowledge bases, and knowledge-sharing processes for enterprise IT services
Domain
IT Service Management (ITSM) / Enterprise Technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITSM Knowledge Management, ITIL, Knowledge-Centered Service (KCS), ServiceNow Knowledge Management, Jira Service Management, Confluence, knowledge lifecycle governance, information architecture, taxonomy, automation of repetitive tasks
Preferred skills
Bachelor's degree in Computer Science or Technology, Knowledge Management certifications
Technologies
ServiceNow, Jira Service Management, Confluence
Responsibilities
Develop processes and tools to build a knowledge-sharing culture; Review and edit subject matter expert contributions for unified support documents; Analyze program outlines to produce support manuals; Define and manage user roles and permissions; Develop and manage information architecture and taxonomy; Identify techniques to automate labor-intensive tasks
Seniority
Senior, hands-on IC
