Global IT Knowledge Architect — KCS & Self-Service

Nufarm Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Nufarm Malaysia Sdn Bhd is seeking an experienced IT Knowledge Manager to lead and mature our global Knowledge Management practice. Based in Malaysia, you will own end-to-end knowledge lifecycle and drive consistency, quality, and usability across support teams.

You’ll embed a Knowledge-Centred Service mindset, define standards, governance and templates, and collaborate with service desk, ITSM process teams and partners to improve self-service and first-contact resolutions.

Qualifications

• Experience in IT Knowledge Management within an ITSM environment.
• Experience defining knowledge standards, templates and quality controls.
• Ability to analyze knowledge data and translate findings into practical improvements.
• Strong written communication, editing and content-management skills.
• Experience driving knowledge adoption and reuse across service desk and technical support teams.

Responsibilities

• Own and govern the IT Knowledge Management process end to end.
• Define and maintain knowledge management policies, standards, templates and workflows.
• Improve self-service portals and incident resolution by leveraging knowledge.
• Collaborate with ITSM process teams to identify knowledge gaps.
• Define and report knowledge-management metrics and dashboards.

Skills

Knowledge management

IT service management

Stakeholder management

Content curation

Analytics & reporting

Communication skills

Education

ITIL Foundation certification

Knowledge-Centred Service (KCS) certification

Tools

Freshservice

ITSM platforms

Job description

Nufarm Malaysia Sdn Bhd is seeking an experienced IT Knowledge Manager to lead and mature our global Knowledge Management practice. Based in Malaysia, you will own end-to-end knowledge lifecycle and drive consistency, quality, and usability across support teams.

You’ll embed a Knowledge-Centred Service mindset, define standards, governance and templates, and collaborate with service desk, ITSM process teams and partners to improve self-service and first-contact resolutions.