Knowledge Manager - IT (12 months fixed-term) [Remote]

The Knowledge Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of the organization's IT knowledge management ecosystem, leveraging ITIL v4 and KCS v6 methodologies. This role is unique in its requirement for deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure. The ideal candidate will possess exceptional technical acumen, a keen eye for linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences. They will champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery.

Responsibilities

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services. 

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.

We are seeking an experienced Knowledge Manager. In this role you will lead and manage the knowledge management function in our organization, ensuring that the knowledge base is up to date, accessible, and effectively utilized. You will be responsible for managing, organizing, and maintaining a vast array of information and data for all aspects of IT Service Delivery.

The ideal candidate has a passion for knowledge management and automation and can communicate effectively with team members of all levels. If you are a self-motivated, detail-oriented person with excellent organizational and leadership skills, we encourage you to apply. You will be responsible for technical writer(s) for IT, with a particular focus on ServiceNow knowledge management workflows.

Strategic Leadership & Process Ownership:

• Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles.
• Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles.
• Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
• Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation.

Content Management & Quality Assurance:

• Oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization.
• Ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure.
• Provide expert feedback on the technicalities of grammar, syntax, punctuation, and overall English language quality of knowledge content, ensuring clarity and precision for diverse technical and non-technical audiences.
• Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges.
• Implement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health.

Knowledge Sharing & Cultural Enablement:

• Champion and foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange.
• Guide and train team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop).
• Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification.
• Facilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs.

Tooling & Stakeholder Collaboration:

• Manage and support existing knowledge management tools and technologies (e.g., ServiceNow Knowledge Management), providing technical expertise and liaising between IT and other stakeholders.

• Collaborate closely with content owners, subject matter experts (SMEs), service desk analysts, and other stakeholders to understand their needs, drive adoption, and ensure knowledge assets meet organizational requirements.

• Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

Requirements

Experience:

• Minimum of 3+ years of progressive experience in IT Service Management, with a significant portion dedicated to Knowledge Management leadership roles.

• At least 3+ years of hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role, demonstrating a deep understanding of IT infrastructure, troubleshooting, and daily operational challenges; ServiceNow experience preferred.

• Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework.

• Demonstrated experience in technical writing, editing, and content quality assurance.

Certifications:

• ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.

• KCS v6 Practices certification preferred.

Skills & Competencies:

• Technical Acumen: In-depth knowledge of operating systems (Windows, Linux), hardware, networking, and IT security concepts. Ability to understand and provide feedback on complex technical content.

• Linguistic Proficiency: Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style. Ability to simplify complex technical information for diverse audiences.

• Process & Methodologies: Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices.

• Communication & Collaboration: Excellent written and verbal communication skills, with the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership.

• Analytical & Problem-Solving: Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement. Proven problem-solving capabilities honed through practical IT experience.

• Change Management: Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization.

• Tool Proficiency: Experience with leading Knowledge Management platforms (e.g., ServiceNow Knowledge Management, Confluence) and ITSM tools.

Education

• Bachelor’s degree in information technology, Computer Science, Technical Communications, or a related field.

Benefits

• Great Place to Work certified for 4 consecutive years
• Remote work
• Global exposure