AI-Powered Knowledge Base Architect

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Knowledge Base & AI Enablement Specialist for our Pasig site.

The role owns knowledge architecture, AI-grounded self-service, and escalation-reduction initiatives across GPS platforms globally. Ideal candidates bring 1+ year in knowledge management or IT/HR service desk, plus hands-on experience with knowledge base systems (ServiceNow/Confluence/SharePoint) and AI tooling.

Qualifications

• At least college level; undergrad in any field is acceptable; HR/IT/Business Admin-related studies are a plus.
• 1+ year in knowledge management, IT/HR service desk, or content administration in a multinational/shared-services/BPO.
• Experience with AI chatbot/virtual-agent tooling is a strong plus.

Responsibilities

• Own end-to-end Knowledge Base strategy, governance, taxonomy, and metadata standards.
• Administer Portal, Knowledge Base, and Correspondence Management systems.
• Create and organize employee and people manager content to keep KB easy to navigate and policy-aligned.
• Build Tier 0 self-service content prioritized by ticket volume and escalations.
• Translate resolved Tier 1 tickets into new/updated KB articles on a cadence.
• Own AI chatbot grounding, intent mapping, and collaboration with IT/vendor teams to improve accuracy.
• Track self-service analytics and translate data into a content/automation roadmap.
• Collaborate with GPS process owners to keep content policy-accurate.

Skills

Knowledge Base

AI enablement

Content governance

Analytics

Communication

Education

College level

Tools

ServiceNow

Confluence

SharePoint

Correspondence Management

Job description

Transcom Worldwide (Philippines), Inc. is seeking a Knowledge Base & AI Enablement Specialist for our Pasig site.

The role owns knowledge architecture, AI-grounded self-service, and escalation-reduction initiatives across GPS platforms globally. Ideal candidates bring 1+ year in knowledge management or IT/HR service desk, plus hands-on experience with knowledge base systems (ServiceNow/Confluence/SharePoint) and AI tooling.