ITSM Knowledge Architect

Eastvantage Business Solutions Inc.; Taguig; Hybrid; PHP 950,000 - 1,600,000; Full time

Job summary

Eastvantage Business Solutions Inc. in Taguig, Philippines, is seeking an ITSM Knowledge Manager to establish and govern a comprehensive ITSM knowledge framework, ensuring accurate, current, and accessible knowledge assets aligned with business goals.

You will drive governance, enable ITSM processes, support audits and compliance, manage disaster recovery documentation, and measure knowledge quality through KPIs to continuously improve service resilience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field.
• 5+ years of experience in IT Service Management, Knowledge Management, IT Operations, or related disciplines.
• Experience supporting enterprise ITSM platforms (ServiceNow, BMC Remedy, Jira Service Management) and IT audits.
• Proven experience managing documentation governance and enterprise knowledge repositories.

Responsibilities

• Establish, govern, and continuously improve the organization’s ITSM knowledge framework.
• Ensure knowledge assets, SOPs, runbooks, and documentation are accurate and accessible.
• Drive governance processes for content creation, approval, review, publication, and versioning.
• Support Incident, Problem, Change, Service Request, and Configuration Management with current knowledge assets.
• Facilitate post-incident reviews and lessons learned to improve knowledge quality and resilience.
• Own DRP/BCP documentation and coordinate disaster recovery exercises and testing.
• Act as ITSM liaison for audits and ensure documentation is audit-ready and compliant.

Skills

Knowledge Management

IT Service Management

Governance

Audit readiness

Documentation management

Process improvement

KPIs & reporting

Stakeholder collaboration

Education

Bachelor's degree in Information Technology or related

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Eastvantage Business Solutions Inc. in Taguig, Philippines, is seeking an ITSM Knowledge Manager to establish and govern a comprehensive ITSM knowledge framework, ensuring accurate, current, and accessible knowledge assets aligned with business goals.

You will drive governance, enable ITSM processes, support audits and compliance, manage disaster recovery documentation, and measure knowledge quality through KPIs to continuously improve service resilience.