Content developer Lead Analyst - Knowledge Management

Sagility; Quezon City; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

Sagility is hiring a Content Developer Lead Analyst - Knowledge Management in Quezon City. The role focuses on delivering high-quality knowledge articles, applying KM/TW standards, and enabling AI-driven knowledge assets.

You will collaborate with SMEs, instructional designers, and business partners to ensure content is reusable and aligned with service goals. Hybrid work setup in the Philippines with emphasis on strong communication, project coordination, and continuous improvement of knowledge

Qualifications

• Minimum 2 years of KM, technical writing, training, coaching, or related role.
• Hands-on experience with Agentic Learning and creating knowledge assets for humans and AI.
• Strong KM & Technical Writing practices (KCS) in service environments.
• Excellent verbal and written communication; tailor content for diverse audiences.
• Willingness to obtain KM or technical writing certifications (KCS/ILT).
• Experience with knowledge content systems/digital repositories.
• Project management and change management experience.
• College degree or 2+ years’ learning/content delivery experience.

Responsibilities

• Write clear, concise content for diverse audiences.
• Create and publish high-quality knowledge articles per KM/TW standards.
• Improve existing knowledge articles.
• Identify improvements in content creation, delivery, and workflow.
• Ensure content is captured, structured for reuse, and findable via KX GenAI.
• Collaborate with SMEs and instructional designers for alignment.
• Manage large-scale projects and partner with multiple teams.

Skills

Knowledge Management

Technical Writing

KCS Methodology

Communication Skills

Certifications in KM/Technical Writing

Knowledge Content Systems

Project Management

Change Management

Education

College degree in education, communications, technical writing, library science, or other social science field

Job description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

Job title:

Content developer Lead Analyst - Knowledge Management

Job Description:

Work Setup: Hybrid

Education:

• College degree in education, communications, technical writing, library science, or other social science field, or 2+ years’ experience with learning and content delivery supporting operational business

Mandatory Skills:

• Minimum 2 years of experience in Knowledge Management, technical writing, training, coaching or other type of business supporting role

• Hands-on experience or strong exposure to Agentic Learning, with the ability to create knowledge assets optimized for both human understanding and AI consumption

• Strong understanding of Knowledge Management & Technical Writing practices (KCS methodology) and its application in service environments.

• Excellent communication skills (verbal and written) and ability to tailor content for diverse audiences.

• Willingness to obtain certifications in knowledge management or technical writing (e.g., Knowledge Centered Service (KCS), ILT or other service management frameworks.)

• Experience with use of knowledge content systems and/or digital repositories

• Project management and change management experience.

• College degree in education, communications, technical writing, library science, or other social science field, or 2+ years’ experience with learning and content delivery supporting operational business

Preferred Skills:

• Ability to manage multiple priorities in a fast-paced environment and work independently or in a team.

• Requires strong consulting and relationship-building skills

• Ability to lead, persuade, and influence

• Advanced problem-solving skills

• Ability to deal with ambiguity, embrace change, and help others to see it as an opportunity while staying focused on goals

• Successful experience working remotely, utilizing virtual meeting and collaboration tools

Roles & Responsibilities:

DUTIES & RESPONSIBILITIES:

An effective Knowledge Management (KM) strategy enables Cigna to provide exceptional experiences through digital and live channels. The role of the Knowledge Author Lead is to deliver quality knowledge articles in accordance with standard guidelines of Knowledge Management & Technical Writing practices uploaded into a central content management repository. The Knowledge Author Lead will play a critical role in capturing, structuring and maintaining knowledge content by facilitating conversations with business partners to understand the content needs and deliver the most appropriate solution to meet the knowledge needs. The Knowledge Author Lead will ensure that knowledge is created as a by-product of solving issues, is reused effectively, and evolves based on demand and usage.
CRO: Create and improve knowledge content for the Coverage Review Operations (CRO) organization aligned to the team’s knowledge management strategy.
CSO: Creation of knowledge management content, for the Contact Center within the Service Operations aligned to the team’s knowledge management strategy.

Principal Responsibilities

Support KM initiatives and goals by:

• Writing clear and concise content for a variety of audiences

• Creating and publishing high-quality knowledge articles following Knowledge Management & Technical Writing practice standards

• Improving existing knowledge articles

• Identifying improvements within content creation, content delivery, and overall content workflow processes

• Ensuring knowledge is captured in the workflow, structured for reuse, evolves based on demand and usage and is findable through KX GenAI technology

• Determining the best approach for knowledge capture and sharing

• Monitoring article usage, feedback, and performance metrics; participating in quality reviews and lifecycle management

• Reinforcing how knowledge management practices can deliver increased value and improve the service experience

• Utilizing enterprise knowledge platforms (e.g., KnowledgeXchange) and apply metadata, tagging, and linking strategies for findability.

Managing large-scale projects and working closely with multiple business areas and Subject Matter Experts (SMEs)
Prioritize knowledge requests to deliver value and respond to key service targets.

• Establish and maintain effective partnerships with business operations and support teams to understand business needs, their content objectives, and priorities.

• Collaborate with SME’s and instructional designers to ensure alignment of knowledge and training content with business needs.

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS).

• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

Location:

Quezon City, Bridgetowne GBF TowerPhilippines