IT Knowledge Management Owner

The IT Knowledge Management Process Owner is responsible for overseeing the knowledge management function and training delivery within the Service Delivery and Operations (SD&O) organization. As the Knowledge Management Process Owner, this role will define and govern the knowledge management processes in alignment with ITIL frameworks and organizational standards, ensuring knowledge is captured, maintained, and leveraged across the global support teams.

This role will include focus facilitating and delivering a training program to ensure the support teams are fully equipped with the necessary skills and knowledge to perform their roles efficiently. The role will maintain a comprehensive knowledge base for all supported applications and ensure continuous improvement in knowledge sharing, process adherence, and team capabilities.

Key Responsibilities :

1. Knowledge Management Process Ownership :

• Define, implement, and govern the knowledge management processes for Service Delivery and Operations (SD&O), ensuring compliance with ITIL best practices and organizational standards.
• Act as the primary authority on all knowledge management activities within the SD&O team, ensuring knowledge is effectively captured, categorized, and made accessible across global support teams.
• Establish key performance indicators (KPIs) for knowledge management and monitor the effectiveness of the knowledge management system, driving improvements where necessary.
• Work closely with IT service management teams to ensure integration and alignment between knowledge management and other ITSM processes (e.g., incident, problem, and change management).

2. Knowledge Base Management :

3. Training Delivery :

4. Collaboration & Communication :

5. Continuous Improvement :

Key Skills and Competencies :

1. Knowledge Management Expertise :

Strong background in managing knowledge repositories, creating documentation, and implementing knowledge management processes in a global IT support environment. Familiarity with tools like Confluence, SharePoint, or ServiceNow Knowledge Base.

2. ITIL / IT Service Management Knowledge :

In-depth understanding of ITIL processes, particularly in knowledge management and service operations. ITIL Foundation certification is a must; additional ITIL certifications are a plus.

3. Technical Support Experience :

Solid experience working in IT support or operations roles, with a good understanding of centralized and tiered support models.

4. Presentation & Facilitation Skills :

Proven ability to deliver engaging and impactful training sessions to technical teams, adapting content to suit different learning styles and audience needs.

5. Communication Skills :

Excellent verbal and written communication skills, with the ability to translate technical concepts into clear, actionable knowledge and training materials.

6. Collaboration & Stakeholder

Management : Strong interpersonal skills for working across teams and with external vendors to ensure alignment in knowledge management and training initiatives.

Preferred Qualifications (Nice-to-Have) :

Metrics for Success :