Knowledge Manager

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 is a global crop protection and seed technologies company that helps farmers and businesses meet the global challenges of food, feed, fibre and fuel production. Whether it’s commercialising the world’s first plant-based omega-3, launching precision agricultural solutions, unlocking biomass oils for more sustainable fuels and fast-moving consumer goods, introducing innovative crop protection solutions, or delivering the crop and seed solutions farmers depend on every day, Nufarm is evolving with agriculture to drive value for customers.

We’re looking for an experienced Knowledge Manager to join our Global Information Technology team based in Malaysia.

This is an exciting opportunity to design, own and continuously improve Nufarm’s global IT Knowledge Management practice. You’ll ensure accurate, relevant and reusable knowledge is readily available to support teams and end users, helping them resolve issues faster and more consistently.

You’ll manage the complete knowledge lifecycle—from creation and review through publication, maintenance and retirement—while establishing clear standards for quality, consistency and usability.

A key part of the role will be embedding a Knowledge-Centred Service mindset across the support organisation. You’ll encourage analysts and specialists to capture, improve and reuse knowledge as part of their everyday work, helping increase self-service adoption, strengthen first-contact resolution and reduce repeat support effort.

If you’re passionate about knowledge management, service improvement and creating a better support experience for users, we’d love to hear from you.

How You’ll Help Us Grow

• Own and govern Nufarm’s IT Knowledge Management process and knowledge lifecycle from end to end.
• Define and maintain knowledge management policies, standards, templates, workflows and quality controls.
• Establish clear processes for creating, reviewing, approving, publishing, maintaining and retiring knowledge articles.
• Embed Knowledge-Centred Service practices across service desk, L1.5 and specialist support teams.
• Encourage support teams to capture, improve and reuse knowledge as part of incident and request resolution.
• Review and curate the knowledge base to ensure content is accurate, relevant, consistent and easy to understand.
• Identify and remove outdated, duplicated or ineffective content.
• Ensure high-value knowledge articles are appropriately structured, searchable and aligned with common incidents and service requests.
• Work with service desk, specialist and ITSM process teams to identify knowledge gaps from incident, request and problem trends.
• Commission or coordinate the creation of new content to address identified knowledge gaps.
• Improve the effectiveness of self-service portals by ensuring users can easily find relevant and reliable information.
• Define and report on knowledge-management metrics, including article coverage, quality, usage, effectiveness and self-service deflection.
• Use performance data and user feedback to prioritise knowledge improvements.
• Support improvements in first-contact resolution and reduce repeat contacts and unnecessary escalation.
• Work with managed service providers and partners to ensure knowledge standards are applied consistently.
• Collaborate with ITSM and knowledge-platform vendors to improve tools, workflows and the user experience.
• Promote a culture of knowledge sharing and continual improvement across the support organisation.

Could This Be You?

You are an experienced IT knowledge management professional who understands how well-managed knowledge improves service quality, resolution time and the overall user experience.

You know that effective knowledge management involves more than maintaining a collection of articles. You can establish standards, build effective governance and encourage support teams to capture and reuse knowledge consistently as part of their daily work.

You’re analytical and comfortable using article-usage data, support trends and user feedback to identify gaps and improve content. You can also communicate clearly, influence stakeholders and build strong working relationships across service desk, technical and process teams.

What You’ll Bring

• Demonstrated experience in IT Knowledge Management within an IT service management environment.
• Strong understanding of the complete knowledge lifecycle, including creation, review, approval, publication, maintenance and retirement.
• Experience defining and governing knowledge standards, templates and quality controls.
• Experience reviewing and curating technical and end-user knowledge content.
• Experience driving knowledge adoption and reuse across service desk and technical support teams.
• The ability to identify knowledge gaps using incident, service request and problem-management trends.
• Experience improving the quality, structure, searchability and usability of knowledge articles.
• An understanding of how knowledge management supports self-service, case deflection and first-contact resolution.
• Experience defining, monitoring and reporting knowledge-management metrics.
• The ability to analyse knowledge data and translate findings into practical improvement actions.
• Strong written communication, editing and content-management skills.
• Strong stakeholder-management, collaboration and influencing skills.
• A commitment to accuracy, consistency and continual improvement.
• Knowledge-Centred Service certification or practical experience implementing KCS practices.
• ITIL Foundation certification or a higher-level ITIL qualification.
• Experience using enterprise ITSM and knowledge-management platforms, such as Freshservice.
• Experience managing content for employee self-service portals.
• Experience working with managed service providers or outsourced support teams.
• Experience supporting a global or geographically dispersed IT organisation.
• Familiarity with incident, service request, problem and continual-improvement processes.
• Experience developing knowledge dashboards, reporting and performance measures.

Why Join Nufarm?

At Nufarm, you’ll have the opportunity to shape a global IT Knowledge Management practice and create a measurable impact on service quality and the employee experience.

You’ll work closely with the IT Service Management Process Owner, service desk and L1.5 support teams, regional technology leads, specialist teams, managed service providers and technology partners.

This Malaysia-based role provides the opportunity to establish trusted knowledge standards, strengthen self-service capabilities and help support teams resolve issues more quickly and consistently across Nufarm’s global operations.

Nufarm is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit and business needs. We are committed to creating an inclusive environment for all employees.