Knowledge Manager
Colombo
IT /
Full Time /
Remote
The Knowledge Manager supports the development and implementation of the organization's knowledge management strategy. Facilitating creation and maintenance of comprehensive documentation for business systems and software used across the organisation.
The Knowledge Manager is responsible for overseeing the organization's knowledge management strategy, ensuring the effective collection, organization, sharing, and utilization of knowledge to enhance organizational efficiency, innovation, and decision-making.
The role combines developing and maintaining knowledge management systems, fostering a culture of continuous learning, and ensuring that valuable information is accessible to all relevant stakeholders; with creating and maintaining comprehensive documentation for business systems and software used across the organisation.
This role involves collaborating with IT and business teams and other stakeholders to produce clear, user-friendly documentation that enhances employee understanding and promotes efficient use of tools.
Responsibilities:
- Implement Knowledge Management Strategy:
- Execute a comprehensive knowledge management strategy aligned with organizational goals.
- Establish and maintain knowledge management policies, procedures, and best practices.
- Knowledge Collection and Organization:
- Identify, collect, and organize valuable knowledge from various sources within the organization.
- Ensure the accurate and timely capture of critical knowledge and information.
- Knowledge Sharing and Utilization:
- Promote and facilitate the sharing of knowledge across teams and departments.
- Implement tools/processes to enhance knowledge accessibility and utilization.
- Develop and conduct training sessions to educate staff on knowledge management processes and tools.
- Continuous Improvement:
- Monitor and evaluate the effectiveness of knowledge management initiatives.
- Continuously improve knowledge management processes based on feedback and evolving organizational needs.
- Collaboration and Culture Building:
- Foster a culture of knowledge sharing and continuous learning within the organization.
- Collaborate with various stakeholders to identify knowledge gaps and address them.
- Reporting and Analysis:
- Generate reports and analytics to measure the impact of knowledge management initiatives.
- Provide insights and recommendations to senior management based on knowledge management data.
- Technical Writing:
- Create, update, and maintain documentation for business systems, including user guides, installation manuals, and process documentation.
- Develop engaging video tutorials and training guides that illustrate system functionalities and best practices for users.
- Collaborate with staff and subject matter experts to gather information and ensure documentation is accurate and reflective of current processes and systems.
- Work closely with business teams to understand business systems and user requirements, ensuring documentation aligns with organisational needs.
- Tailor documentation to meet the needs of diverse audiences, ensuring clarity, usability, and accessibility.
- Edit and proofread documents to ensure consistency, accuracy, and adherence to organisational standards.
- Collect feedback from users on documentation and training materials, incorporating improvements based on this input.
- Manage documentation versioning to ensure users have access to the most current information.
- Collaborate with training teams to create supplemental materials that enhance onboarding and system usage.
To be successful in this role, you will have:
- Requirements:
- Experience:
- Minimum of 3–5 years specialising in Knowledge Management, with experience in technical writing or a related field, with a focus on documentation for business systems and enterprise applications.
- ITIL V3/V4 Certification (or extensive experience with willingness to acquire foundation certification).
- Experience in collaborating with cross-functional teams to gather requirements and produce relevant documentation.
- Previous role in a Managed Service Provider.
- Proven record in executing on a knowledge management framework.
- Proficiency in ServiceNow. (Knowledge Management)
- Proven experience in writing for various audiences, including end-users, technical staff, and management.
- Familiarity with business processes and operations, including experience with ERP, CRM, or other enterprise systems.
- Understanding of software development methodologies, including Agile or DevOps, and their documentation requirements.
- Skills & Knowledge:
- Proven record in executing on a knowledge management framework.
- Knowledge Management Tools: Proficiency in tools such as SharePoint, ServiceNow and/or other knowledge management systems.
- Information Management: Basic understanding of data management, taxonomy, and metadata.
- Project Management: Basic project management skills to assist in the implementation of knowledge management initiatives.
- Analytical Skills: Ability to analyse data and generate insights to improve knowledge management processes.
- Communication: Strong written and verbal communication skills to effectively convey knowledge management principles and practices.
- Collaboration: Ability to work collaboratively with cross-functional teams to identify and address knowledge gaps.
- Learning and Development: Willingness to continuously learn and adapt to new knowledge management tools and practices.
- Previous role in a Managed Service Provider is preferred.
- Strong understanding of business systems, software applications, and technical concepts relevant to operations.
- Exceptional writing, editing, and proofreading skills with a keen eye for detail.
- Experience with video editing software (e.g., Camtasia, Adobe Premiere Pro) and basic graphic design tools for creating engaging visual content.
- Proficiency in documentation tools such as Microsoft Word, or Confluence, as well as familiarity with graphic design software for creating visuals.
- Ability to synthesise complex technical information and present it in a user-friendly format.
- Excellent interpersonal skills, with the ability to collaborate effectively across teams and facilitate information sharing.
