ITSM Knowledge Manager

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

The ITSM Knowledge Manager is responsible for establishing, governing, and continuously improving the organization's IT Service Management (ITSM) knowledge framework. This role ensures that knowledge assets, operational procedures, service documentation, and process records are accurate, current, accessible, and aligned with business objectives. The position plays a critical role in supporting operational excellence, audit readiness, regulatory compliance, disaster recovery preparedness, and continuous service improvement across the IT organization.

Key Responsibilities

Knowledge Management Governance

• Develop, implement, and maintain the enterprise Knowledge Management strategy aligned with ITSM best practices.
• Ensure the quality, consistency, accuracy, and accessibility of knowledge articles, standard operating procedures (SOPs), runbooks, and operational documentation.
• Establish governance processes for content creation, approval, review, publication, retirement, and version control.
• Drive knowledge-sharing practices across IT and business teams to improve operational efficiency and service delivery.
• Monitor knowledge usage, effectiveness, and adoption through defined KPIs and reporting metrics.

ITSM Process Enablement

• Support Incident, Problem, Change, Service Request, and Configuration Management processes by ensuring related knowledge assets are current and available.
• Collaborate with Service Desk, Operations, Applications, Infrastructure, Security, and Business stakeholders to capture, document, and maintain critical operational knowledge.
• Facilitate post-incident reviews and lessons learned sessions to improve knowledge quality and service resilience.
• Ensure knowledge repositories support self-service capabilities and improve user experience.

Disaster Recovery Planning (DRP) & Business Continuity

• Own and maintain ITSM knowledge documentation supporting Disaster Recovery Plans (DRP), Business Continuity Plans (BCP), and operational resilience initiatives.
• Ensure recovery procedures, contingency plans, recovery runbooks, and supporting documentation remain accurate, validated, and regularly updated.
• Coordinate with Infrastructure, Security, Application, and Operations teams to document recovery procedures and recovery dependencies.
• Support disaster recovery exercises and testing activities by validating documentation, capturing lessons learned, and implementing improvements.
• Ensure critical recovery documentation is accessible and available during emergency situations and recovery events.
• Track and maintain evidence of DRP testing, documentation reviews, and corrective actions.

IT Audit & Compliance Management

• Act as the primary ITSM liaison for internal and external IT audits.
• Ensure ITSM documentation, policies, procedures, records, and knowledge assets remain audit-ready and compliant with organizational standards.
• Coordinate collection, validation, and submission of audit evidence related to ITSM processes.Support audits covering Incident Management, Problem Management, Change Management, Knowledge Management, Service Request Management, Asset Management, and Configuration Management.
• Maintain documentation repositories that support regulatory, contractual, and organizational compliance requirements.
• Track audit findings, recommendations, and remediation plans to ensure timely closure.
• Provide reporting and status updates related to audit readiness, compliance activities, and remediation efforts.

Governance, Risk & Controls

• Establish controls to ensure knowledge integrity, document retention, version management, and policy compliance.
• Identify risks associated with inaccurate, outdated, or missing operational documentation and drive corrective actions.
• Participate in risk assessments, compliance reviews, and control evaluations impacting ITSM processes.
• Partner with Risk, Compliance, Security, and Internal Audit teams to strengthen governance and control frameworks.
• Develop and monitor KPIs related to knowledge quality, compliance adherence, audit performance, and operational resilience.

Continuous Improvement

• Drive continuous improvement initiatives across ITSM processes and knowledge management practices.
• Analyze trends, service metrics, audit findings, and operational feedback to identify improvement opportunities.
• Promote automation, standardization, and process optimization within ITSM and Knowledge Management functions.
• Benchmark knowledge management practices against industry standards and best practices.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field.

Experience

• 5+ years of experience in IT Service Management, Knowledge Management, IT Operations, or related disciplines.
• Experience supporting enterprise ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or similar solutions.
• Experience supporting IT audits, compliance programs, risk management activities, and disaster recovery initiatives.
• Proven experience managing documentation governance and enterprise knowledge repositories.

Preferred Certifications

• ITIL Foundation or higher certification.
• ISO 20000, ISO 27001, COBIT, Certified Knowledge Manager (CKM), or related certifications preferred.
• Business Continuity Management (BCM) or Disaster Recovery certifications are advantageous.

Skills & Competencies

• Strong Knowledge Management and ITSM process expertise.
• Solid understanding of Incident, Problem, Change, Request, Asset, and Configuration Management.
• Knowledge of Disaster Recovery Planning (DRP), Business Continuity, and operational resilience practices.
• Familiarity with IT audit methodologies, compliance requirements, and governance frameworks.
• Strong analytical, organizational, and documentation skills.