Content Developer Lead Analyst - Knowledge Management

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 558,000 - 781,200; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Content Developer Lead Analyst specialized in Knowledge Management. The role involves delivering quality knowledge articles, collaborating with business partners, and improving knowledge content aligned with the team's strategy.

Candidates should possess a college degree and have at least 2 years of relevant experience in knowledge management or technical writing. Strong communication and project management skills are essential, along with the ability to work in a fast-paced environment.

Qualifications

• 2+ years in Knowledge Management or technical writing experience.
• Ability to create knowledge assets optimized for AI.
• Strong understanding of KCS methodology.

Responsibilities

• Deliver quality knowledge articles according to guidelines.
• Capture and maintain knowledge content with business partners.
• Collaborate with SMEs to align content with business needs.

Skills

Knowledge management

Technical writing

Project management

Communication skills

Education

College degree in relevant field

Tools

KnowledgeXchange

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.

Job Title

Content Developer Lead Analyst – Knowledge Management

Responsibilities

• Deliver quality knowledge articles in accordance with standard guidelines of Knowledge Management & Technical Writing practices, uploaded into a central content management repository.
• Capture, structure, and maintain knowledge content by facilitating conversations with business partners to understand content needs and deliver the most appropriate solutions.
• Ensure knowledge is created as a by‑product of solving issues, is reused effectively, and evolves based on demand and usage.
• Create and improve knowledge content for Coverage Review Operations (CRO) aligned to the team’s KM strategy.
• Create and improve knowledge content for the Contact Center within Service Operations aligned to the team’s KM strategy.
• Support KM initiatives: write clear and concise content for a variety of audiences, publish high‑quality knowledge articles following KMS & TWP standards, and improve existing articles.
• Identify improvements within content creation, delivery, and overall content workflow processes.
• Ensure knowledge is captured in the workflow, structured for reuse, evolves based on demand, and is findable through KX GenAI technology.
• Adhere to content quality and governance: determine best approaches for knowledge capture and sharing, monitor article usage, feedback, and performance metrics, and participate in quality reviews and lifecycle management.
• Reinforce how knowledge management practices deliver increased value and improve the service experience.
• Utilize enterprise knowledge platforms (e.g., KnowledgeXchange) and apply metadata, tagging, and linking strategies for findability.
• Prioritize knowledge requests to deliver value and respond to key service targets; manage large‑scale projects and work closely with multiple business areas and SME’s.
• Establish and maintain effective partnerships with business operations and support teams to understand business needs, content objectives, and priorities.
• Collaborate with SME’s and instructional designers to ensure alignment of knowledge and training content with business needs.
• Protect the organization’s assets by upholding Quality Information Security Management System (QISMS) principles; ensure confidentiality, integrity, and availability of information.

Qualifications

• Education: College degree in education, communications, technical writing, library science, or another social science field, or 2+ years’ experience with learning and content delivery supporting operational business.
• Experience: Minimum 2 years in Knowledge Management, technical writing, training, coaching, or other business‑supporting role.
• Mandatory Skills: Hands‑on experience or strong exposure to Agentic Learning; ability to create knowledge assets optimized for human understanding and AI consumption; strong understanding of KCS methodology and its application in service environments; excellent verbal and written communication; willingness to obtain certifications in knowledge management or technical writing; experience with knowledge content systems and/or digital repositories; project management and change management experience.
• Preferred Skills: Ability to manage multiple priorities in a fast‑paced environment and work independently or in a team; 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 see it as an opportunity while staying focused on goals; successful remote work experience, utilizing virtual meeting and collaboration tools.

Location

Quezon City, Bridgetowne GBF Tower, Philippines