Knowledge Lead Manager

Job Summary

As the Knowledge Lead Manager at Keywords Studios, you will oversee the Knowledge Management function within the IT department. This role involves developing and implementing strategies to capture, organise, and disseminate organisational knowledge, particularly within IT services. You will be instrumental in ensuring that relevant information is readily accessible, supporting informed decision-making, timely problem resolution, and promoting continuous learning.

Key Responsibilities

1.       Develop and maintain a comprehensive knowledge management strategy in alignment with our business objectives.

2.       Oversee knowledge content creation, categorisation, and maintenance, ensuring its accuracy, relevance, and accessibility.

3.       Integrate knowledge management processes with other IT service management functions to enhance service delivery and efficiency.

4.       Foster a culture of knowledge sharing across the organisation, encouraging collaboration and effective communication.

5.       Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy

6.       Provide training and support to staff on knowledge management practices and tools to champion a knowledge management culture

Required Skills and Experience

·       5+ years of current proven experience in implementing Knowledge Management strategies.

·       Experience building KM programs in the technology industry or within technical groups within a large, global organization.

·       Experience communicating with and influencing senior leadership and framing discussions to gain valuable feedback and experience.

·       Proven experience in leading teams to deliver impact.

·       Strong understanding of IT service management and ITIL framework.

·       Proven experience in a ServiceNow environment.

Education

·       Bachelor’s degree in Information Technology, Business Administration, Library Science, or a related field.

·       Relevant certifications in knowledge management or ITIL are advantageous.