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.

Job Responsibilities / Accountabilities

• 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.