Knowledge Manager – IT Service Management

Jobtailor; Salford; On-site; GBP 60,000 - 85,000; Full time

Job summary

Jobtailor in the United Kingdom seeks a Senior Knowledge Manager to lead the end-to-end Knowledge Management lifecycle, ensuring knowledge assets are accurate, accessible and of high quality across ITSM.

You will develop strategies and governance, build and optimise knowledge repositories, and partner with subject matter experts to capture, share and promote knowledge, driving continuous improvement and a learning culture across the organisation in Salford.

Qualifications

• Significant experience in Knowledge Management including developing and implementing knowledge strategies, frameworks and governance that deliver measurable business value.
• Strong understanding of IT Service Management and ITIL v4 practices across areas such as incident, problem, change, release, asset and configuration management.
• Proven ability to build effective relationships and collaborate with stakeholders, suppliers and teams at all levels, influencing positive outcomes and driving continuous improvement.
• Excellent analytical, organisational and communication skills, with the ability to translate complex information into clear, accessible and actionable knowledge.
• Strong technical awareness, including experience with knowledge and ITSM platforms such as ServiceNow, BMC Helix, Jira, Confluence and GitHub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.

Responsibilities

• Lead and continuously improve the end-to-end Knowledge Management process, ensuring D&T products and services are supported by accurate, accessible and high-quality knowledge.
• Develop and implement Knowledge Management strategies, policies and best practices, using data, feedback and insights to drive ongoing improvements across D&T.
• Build, maintain and optimise knowledge repositories, content management systems and knowledge assets, ensuring information remains relevant, compliant and easy to find.
• Partner with subject matter experts, stakeholders and teams across the business to capture, share and promote knowledge, fostering a culture of collaboration and continuous learning.
• Monitor the effectiveness of the Knowledge Management practice through audits, reporting, training and performance metrics, ensuring colleagues have the tools and support they need to succeed.

Skills

Knowledge Management

ITIL v4

Stakeholder collaboration

Analytical skills

ServiceNow

Jira

Confluence

GitHub

Change management

People leadership

Tools

ServiceNow

BMC Helix

Jira

Confluence

GitHub

Job description

• Lead and continuously improve the end-to-end Knowledge Management process, ensuring D&T products and services are supported by accurate, accessible and high-quality knowledge.
• Develop and implement Knowledge Management strategies, policies and best practices, using data, feedback and insights to drive ongoing improvements across D&T.
• Build, maintain and optimise knowledge repositories, content management systems and knowledge assets, ensuring information remains relevant, compliant and easy to find.
• Partner with subject matter experts, stakeholders and teams across the business to capture, share and promote knowledge, fostering a culture of collaboration and continuous learning.
• Monitor the effectiveness of the Knowledge Management practice through audits, reporting, training and performance metrics, ensuring colleagues have the tools and support they need to succeed.

Requirements

• Significant experience in Knowledge Management, including developing and implementing knowledge strategies, frameworks and governance that deliver measurable business value.
• Strong understanding of IT Service Management and ITIL v4 practices, with experience across areas such as incident, problem, change, release, asset and configuration management.
• Proven ability to build effective relationships and collaborate with stakeholders, suppliers and teams at all levels, influencing positive outcomes and driving continuous improvement.
• Excellent analytical, organisational and communication skills, with the ability to translate complex information into clear, accessible and actionable knowledge.
• Strong technical awareness, including experience with knowledge and ITSM platforms such as ServiceNow, BMC Helix, Jira, Confluence and GitHub; experience in retail, people leadership, training, change management and data-driven decision-making would be advantageous.

Core Competencies

Demonstrates expertise in Knowledge Management processes, strategies, and frameworks that drive measurable business value, while fostering collaboration and continuous learning across teams. Proficient in IT Service Management practices and tools, ensuring effective knowledge sharing and compliance.

Highest-signal resume keywords

• Knowledge Management Strategy Development
• ITIL v4 Practices
• ServiceNow Experience
• Stakeholder Collaboration
• Analytical Skills

ATS Optimization Keywords

Hard Skills

• Knowledge Management
• IT Service Management
• Framework Development
• Governance Implementation
• Data-Driven Decision-Making

Soft Skills

• Relationship Building
• Collaboration
• Communication
• Organizational Skills
• Influencing Outcomes

Industry Keywords

• Continuous Improvement
• Knowledge Repositories
• Content Management Systems
• Training
• Change Management

Tools & Technologies

• ServiceNow
• BMC Helix
• Jira
• Confluence
• GitHub