Knowledge Manager
Salary undisclosed
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The Knowledge Manager is responsible for developing, managing, and maintaining the organization's knowledge management processes and systems. This role ensures that employees have access to accurate, relevant, and up-to-date information to support service delivery and operational excellence. The Knowledge Manager will promote a culture of knowledge sharing, drive improvements in knowledge quality, and oversee the tools and technologies used for knowledge management.
Key Responsibilities
Knowledge Management Strategy
Develop and implement a knowledge management strategy aligned with organisational goals.
Establish best practices and standards for creating, storing, and accessing knowledge.
Promote a knowledge-sharing culture across the organization.
Content Development and Maintenance
Ensure knowledge articles, documentation, and processes are accurate, comprehensive, and up-to-date.
Work with subject matter experts (SMEs) to develop high-quality content.
Perform regular audits and updates of the knowledge base to maintain relevance and accuracy.
Ensure documents comply with regulatory and organisational standards
Knowledge Base Administration
Manage the organisation's knowledge management tools and platforms (e.g., ServiceNow, Confluence, SharePoint).
Ensure that the knowledge base is user-friendly and optimised for searchability.
Monitor and report on knowledge base usage and performance metrics.
Training and Support
Provide training to employees on knowledge management processes and tools.
Act as a point of contact for knowledge-related inquiries and issues.
Encourage and guide employees in contributing to the knowledge base.
Continual Improvement
Identify opportunities to improve knowledge management processes and tools.
Leverage feedback from users to enhance the usability and effectiveness of the knowledge base.
Monitor industry trends and emerging technologies to keep the organization's knowledge management practices current.
Collaboration and Stakeholder Engagement
Collaborate with IT, Service Managers, and Process Owners to ensure knowledge alignment with service delivery.
Engage with key stakeholders to understand their knowledge needs and address gaps.
Key Responsibilities
Knowledge Management Strategy
Develop and implement a knowledge management strategy aligned with organisational goals.
Establish best practices and standards for creating, storing, and accessing knowledge.
Promote a knowledge-sharing culture across the organization.
Content Development and Maintenance
Ensure knowledge articles, documentation, and processes are accurate, comprehensive, and up-to-date.
Work with subject matter experts (SMEs) to develop high-quality content.
Perform regular audits and updates of the knowledge base to maintain relevance and accuracy.
Ensure documents comply with regulatory and organisational standards
Knowledge Base Administration
Manage the organisation's knowledge management tools and platforms (e.g., ServiceNow, Confluence, SharePoint).
Ensure that the knowledge base is user-friendly and optimised for searchability.
Monitor and report on knowledge base usage and performance metrics.
Training and Support
Provide training to employees on knowledge management processes and tools.
Act as a point of contact for knowledge-related inquiries and issues.
Encourage and guide employees in contributing to the knowledge base.
Continual Improvement
Identify opportunities to improve knowledge management processes and tools.
Leverage feedback from users to enhance the usability and effectiveness of the knowledge base.
Monitor industry trends and emerging technologies to keep the organization's knowledge management practices current.
Collaboration and Stakeholder Engagement
Collaborate with IT, Service Managers, and Process Owners to ensure knowledge alignment with service delivery.
Engage with key stakeholders to understand their knowledge needs and address gaps.