We're Hiring: Knowledge Manager | Knowledge Management Lead

Gratitude Inc

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1 day ago

We're Hiring: Knowledge Manager | Knowledge Management Lead

4-6 Year(s)

₱ 70 - ₱ 70.25K p.m

Cebu Central Visayas

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Job Description

Key Skills

Knowledge Management Knowledge management Service Desk BPO Skills ITIL Certified ITIL trained or certified

7 candidate(s) have already applied for this Job. Apply now

Are you an experienced Knowledge Manager, Knowledge Management Lead, Service Desk Knowledge Specialist, Documentation Lead, Process Improvement Lead, or Training & Knowledge Management professional? We're looking for someone who can drive knowledge management initiatives and support operational excellence in a fast-paced BPO/ITO environment.

Key Responsibilities

Develop, maintain, and improve knowledge management processes and documentation
Ensure knowledge base articles, SOPs, and operational documents are accurate and up to date
Collaborate with Operations, Training, Quality, and Support teams to identify and address knowledge gaps
Support account setup, transition, and knowledge transfer activities
Monitor knowledge utilization and recommend continuous improvements
Manage trainers and training-related initiatives where applicable
Drive process improvement initiatives aligned with knowledge management best practices
Ensure compliance with ITIL standards and organizational processes

Qualifications

Bachelor's degree in a relevant field
ITIL Certification is required
4–6 years of relevant experience, including at least 3 years in Knowledge Management, Service Desk, IT Service Management (ITSM), or Knowledge Base Management
Experience in a BPO, IT Services, ITO, Shared Services, or Contact Center environment
Experience with knowledge management tools, documentation, SOP creation, process documentation, and knowledge repositories
Experience supporting account setup, transitions, migrations, or knowledge transfer is an advantage
Experience managing trainers or training teams is a plus
Clinical or Healthcare experience combined with Service Desk experience is highly preferred
Excellent communication, stakeholder management, analytical, problem-solving, and collaboration skills
Willing to work onsite in Cebu City on a shifting schedule

Interested? Send me your updated CV, and let's discuss this opportunity!

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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