Manager, IT Knowledge Management

Job description

The manager of Knowledge Management is a leader responsible for governing, designing, implementing, and continuously improving knowledge management strategies across our global Enterprise Digital & Technology organization. This role serves as the architect of our organizational knowledge ecosystem, ensuring that critical information, processes, best practices, and solutions are effectively captured, organized, and made accessible to all stakeholders.

This position plays a pivotal role in driving operational excellence and fostering a culture of knowledge sharing and continuous learning. The ideal candidate will shape the knowledge management strategy, implement best-in-class practices across Enterprise Digital and Technology, and build a knowledge-sharing culture that directly improves customer satisfaction and operational efficiency.

What will you do:

• Develop and execute a comprehensive knowledge management strategy and roadmap aligned with EDT objectives and business goals

• Design and maintain a robust knowledge management framework

• Establish governance models to ensure knowledge accuracy, currency, consistency, and compliance across all knowledge assets

• Define KPIs and metrics to measure knowledge base effectiveness, usage, adoption, and ROI

• Create and enforce standards, policies, and procedures for knowledge creation, review, approval, and retirement

• Oversee the end-to-end knowledge lifecycle from creation, curation, and publication to maintenance, review, and retirement

• Implement systematic processes to identify knowledge gaps and prioritize content creation based on business impact

• Create an accessible knowledge hub for processes, documents, lessons learned and ways of working. Ensure the solution is scalable, buildable and can evolve along with the organization. 

• Employ AI-driven tools for information retrieval and knowledge sharing.

• Optimize knowledge management system configuration, search functionality, and user experience

• Integrate knowledge management tools with ITSM platforms, self-service portals, and AI-powered chatbots

• Collaborate with compliance teams to ensure that policies, processes and procedures are updated in the right place and that data is maintained in the right source and enriched versus duplicated

• Leverage analytics and reporting tools to track knowledge usage patterns and identify improvement opportunities

• Develop and deliver training programs to promote knowledge creation, contribution, and usage

• Champion a knowledge-sharing culture and drive adoption across the organization

• Implement feedback mechanisms from users and contributors for continuous refinement

• Present regular reports to senior leadership on knowledge management program performance and business impact

What you need:

• Bachelor's degree in Information Technology, Computer Science, Information Management, Library Science, Computer Engineering, Business Administration or related field

• Previous experience with enterprise knowledge management tools

• Additional certifications in knowledge management, project management or technical writing considered a plus

• 8+ years of experience in IT knowledge management, technical documentation

• Minimum 2-3 years managing knowledge management programs in a complex, enterprise IT environment

• Experience working in a regulated industry (e.g., Life Sciences, Medical Device, Finance) a plus.

• Demonstrated experience implementing knowledge management processes

• Proven track record of building and scaling knowledge bases from ground up

• Experience working in global, multicultural organizations with distributed teams

• Experience working with third-party providers

• Working knowledge of AI/ML capabilities in knowledge management (auto-classification, search optimization)

• Fluent English (written and verbal) – C1/C2 level required

• Exceptional written communication skills with ability to create clear, concise, and user-friendly documentation

• Demonstrated experience in liaising with middle and senior management

• Engage stakeholders at all levels to efficiently gather and integrate feedback, enhancing outcomes throughout the lifecycle

• Strong presentation and facilitation skills for training and stakeholder engagement

• Ability to translate complex technical concepts into easily understandable content