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:

• Manage and maintain a centralized knowledge base for all supported applications, ensuring information is accurate, relevant, and easily accessible to support teams.

• Establish processes for regularly reviewing and updating knowledge articles in line with application updates, new releases, and process changes.

• Implement feedback mechanisms to continuously improve the quality and relevance of knowledge articles, incorporating input from support teams and stakeholders.

• Ensure alignment between the knowledge base and training content provided by external vendors, maintaining consistency across resources.

3. Training Delivery:

• Facilitate and deliver training sessions for global support teams (Tier 1.5, Tier 2, etc.), ensuring they have the necessary skills and knowledge to perform their duties effectively.

• Adapt and tailor externally developed training content to suit internal needs and ensure relevance to the current support environment and application landscape.

• Conduct ongoing training, refresher courses, and knowledge-sharing workshops to reinforce key concepts and support continuous learning within the organization.

• Monitor and assess knowledge retention among support teams, providing additional support and resources where necessary to ensure effective learning.

4. Collaboration & Communication:

• Collaborate with external training development vendors to ensure training content is aligned with the needs of the SD&O team and the organization.

• Work closely with internal stakeholders, including application owners, product teams, and service delivery leads, to ensure that knowledge management and training initiatives are aligned with operational goals as needed.

• Act as the central point of contact for all knowledge management and training-related activities, ensuring clear communication and alignment across teams.

5. Continuous Improvement:

• Gather feedback from support teams on the effectiveness of both the knowledge base and training programs, using this data to drive process improvements.

• Analyze knowledge management metrics, such as knowledge base usage, resolution times, and escalation rates, to identify areas for improvement and optimize processes accordingly.

• Stay up to date with industry best practices in knowledge management and training, recommending and implementing new tools or methodologies where appropriate.

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):

• Certifications in knowledge management, such as HDI Knowledge-Centered Support or similar.

• Training certifications, such as Certified Trainer or CPLP (Certified Professional in Learning and Performance).

• Experience in change management or driving process improvement initiatives within IT support environments.

• Experience in regulated industries, such as financial services or healthcare, is a plus.

Metrics for Success:

• Measured improvements in the utilization of the knowledge base and reduced support escalation rates.

• Increased training effectiveness, as demonstrated by improved resolution times and team feedback.

• Successful governance and continuous improvement of the knowledge management processes within SD&O, ensuring alignment with ITIL and organizational goals.

• Effective collaboration with external vendors and internal stakeholders, ensuring seamless delivery of training and knowledge management initiatives