Content Developer Lead Analyst - Knowledge Management

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

Sagility is seeking a Content Developer Lead Analyst - Knowledge Management in Quezon City, Philippines. You will drive the creation and governance of knowledge articles, teaming with SMEs to tailor content for diverse audiences, and ensure alignment with KM and Technical Writing standards.

You will lead, coach, and partner across operations to deliver high-quality knowledge assets that support human and AI-driven interactions, while advancing our knowledge management strategy and Continuous

Qualifications

• Minimum 2 years of experience in Knowledge Management, technical writing, training, coaching or related role.
• Hands-on experience with learning content and AI-friendly knowledge assets.

Responsibilities

• Deliver quality knowledge articles aligned to KM and technical writing standards.
• Capture, structure, and maintain knowledge content with SMEs.
• Ensure knowledge is created as a by-product of issue resolution and is reusable.
• Collaborate with SMEs and instructional designers to align content with business needs.

Skills

Knowledge Management

Technical Writing

Training

Coaching

KCS Methodology

Communication Skills

Stakeholder Engagement

Change Management

Project Management

Education

College degree / related field (Education, Communications, Technical Writing, Library Science)

Tools

Knowledge content systems

Digital repositories

KX GenAI technology

Job description

Company Overview

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

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.

Experience

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

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.

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:
  
  
  
  • Creation and Maintenance of Knowledge Articles: 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.
  
  
  • Application of Knowledge Management & Technical Writing Practices: 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.
  
  
  • Adherence to Content Quality and Governance: 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.
  
  
  • Knowledge System Management: 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 Center 1, Philippines

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