About this role
Role Overview
- Lead and manage the IT Knowledge Management program across all service areas
- Curate and coordinate knowledge articles developed by technical SMEs to improve resolution speed and service quality
- Identify content gaps and new knowledge categories based on ticket trends and operational insights
- Develop clear, user-friendly communications including tip sheets, FAQs, and self-service guides
- Partner with SMEs to create, review, and maintain articles for recurring issues and standard procedures
- Establish and enforce knowledge management standards, templates, governance, and review cycles
- Promote and optimize self-service capabilities through structured, searchable content
- Analyze ticket trends to proactively address knowledge gaps and reduce repeat incidents
- Track and report on knowledge usage, effectiveness metrics, and continuous improvement opportunities
- Ensure the knowledge base remains accurate, current, and aligned with service delivery practices
Requirements
- Minimum 5 years of experience managing knowledge management programs within IT service delivery environments
- Hands-on experience with knowledge management systems and familiarity with ITIL processes
- Proven ability to develop, curate, and refine technical content for diverse audiences
- Strong understanding of IT service delivery operations and common end-user issues
- Knowledge of knowledge management best practices and governance frameworks
- Bachelor’s degree from an accredited institution or equivalent professional experience
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Professional development opportunities