Global IT Knowledge Manager - Elevate Support & Self-Service

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

Job summary

Nufarm in Malaysia is seeking an experienced Knowledge Manager to lead and continuously improve its global IT Knowledge Management practice. You will own the knowledge lifecycle, establish standards, and drive service quality across support teams from incident resolution to self-service enhancements.

The role focuses on embedding a Knowledge-Centred Service mindset and delivering measurable improvements in knowledge usage, content quality, and overall user experience for IT services worldwide.

Qualifications

• Experience in IT Knowledge Management within an ITSM environment.
• Understanding the complete knowledge lifecycle from creation to retirement.
• Ability to define governance, standards and templates for knowledge.
• Experience curating technical and end-user content.
• Proven ability to drive knowledge adoption across service teams.

Responsibilities

• Own and govern the IT Knowledge Management process and lifecycle end-to-end.
• Define policies, templates, workflows, and quality controls.
• Maintain publishing processes including review and retirement.
• Embed KCS practices across service desk and support teams.
• Identify knowledge gaps using incident and problem trends.
• Improve self-service portals and article searchability.
• Report on knowledge-management metrics and usage.
• Collaborate with vendors and partners to apply standards.
• Promote knowledge sharing across the organization.

Skills

IT knowledge management

Knowledge lifecycle

Knowledge standards

Content curation

Knowledge adoption

Gap analysis

Content usability

Self-service

Metrics & reporting

Data analytics

Editing skills

Stakeholder mgmt

Accuracy focus

Education

Knowledge-Centred Service certification (KCS)

ITIL Foundation certification

Tools

Freshservice

Job description

Nufarm in Malaysia is seeking an experienced Knowledge Manager to lead and continuously improve its global IT Knowledge Management practice. You will own the knowledge lifecycle, establish standards, and drive service quality across support teams from incident resolution to self-service enhancements.

The role focuses on embedding a Knowledge-Centred Service mindset and delivering measurable improvements in knowledge usage, content quality, and overall user experience for IT services worldwide.