Knowledge Base & AI Enablement Specialist - Pasig

Transcom Worldwide (Philippines), Inc.; Pasig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Day 1 HMO

Meal & Transportation Allowance

Rice Subsidy

Clothing Allowance

24/7 Teleconsult

Free Psychologist Consultation

In-house & Online Pharmacy

Scholarship Program

Retirement Fund

Free Meal & Medicine (Tap Card Rewards

Loyalty Incentives

Accidental & Life Insurance

Free Shuttle Service

Job summary

Transcom Worldwide (Philippines), Inc. is seeking a Knowledge Base & AI Enablement Specialist for our Pasig site.

The role owns knowledge architecture, AI-grounded self-service, and escalation-reduction initiatives across GPS platforms globally. Ideal candidates bring 1+ year in knowledge management or IT/HR service desk, plus hands-on experience with knowledge base systems (ServiceNow/Confluence/SharePoint) and AI tooling.

Qualifications

• At least college level; undergrad in any field is acceptable; HR/IT/Business Admin-related studies are a plus.
• 1+ year in knowledge management, IT/HR service desk, or content administration in a multinational/shared-services/BPO.
• Experience with AI chatbot/virtual-agent tooling is a strong plus.

Responsibilities

• Own end-to-end Knowledge Base strategy, governance, taxonomy, and metadata standards.
• Administer Portal, Knowledge Base, and Correspondence Management systems.
• Create and organize employee and people manager content to keep KB easy to navigate and policy-aligned.
• Build Tier 0 self-service content prioritized by ticket volume and escalations.
• Translate resolved Tier 1 tickets into new/updated KB articles on a cadence.
• Own AI chatbot grounding, intent mapping, and collaboration with IT/vendor teams to improve accuracy.
• Track self-service analytics and translate data into a content/automation roadmap.
• Collaborate with GPS process owners to keep content policy-accurate.

Skills

Knowledge Base

AI enablement

Content governance

Analytics

Communication

Education

College level

Tools

ServiceNow

Confluence

SharePoint

Correspondence Management

Job description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Knowledge Base & AI Enablement Specialist for our Transcom Pasig site.

Join our Transcom Family as a Knowledge Base & AI Enablement Specialist!

The GPS Knowledge & AI Enablement Specialist owns GPS's Knowledge Base, Tier 0 self-service, andAI/chatbot-enabled helpdesk experience — and drives the modernization of how GPS's helpdesk platforms work. This isthe primary mandate of the role: building a knowledge architecture and AI-grounded self-service layer that measurablyreduces Tier 1 escalations across the Philippines, APAC, EMEA, and the Americas.Where capacity allows, the role also provides light-touch support to GPS's internal communications function - drafting,formatting, organizing, and sending HR/GPS announcements.

Essential Duties & Responsibilities:

Knowledge Base, Tier 0 & AI Modernization

Primary Focus (~75%)

• Own end-to-end Knowledge Base strategy and governance: information architecture, taxonomy and metadatastandards, content templates, ownership model, and a defined review/refresh cadence — not just individualarticles.
• Administer GPS's platforms — the Portal, Knowledge Base, and Correspondence Management system — keepingthe overall framework maintained, updated, and aligned globally.
• Create, structure, and organize employee- and people manager-related content (e.g., FAQs, guides, SOPs) so theKnowledge Base stays easy to navigate and consistent with company policy.
• Build and maintain Tier 0 self-service content (FAQs, guides, SOPs) for employees and people managers,prioritized by ticket-volume and escalation data rather than ad hoc requests.
• Convert resolved Tier 1 tickets into new or updated Knowledge Base articles on a regular cadence, closing theloop between support and content (a standard KM practice for reducing repeat tickets).
• Own and continuously tune the AI Chatbot / virtual agent: ground its responses in vetted Knowledge Basecontent, refine intent mapping, run content-gap analysis, and work with IT/vendor teams to improve responseaccuracy.
• Own self-service analytics and reporting - track deflection rate, AI containment rate, re-contact/reopen rate,ticket volume trends, and CSAT - and translate the data into a prioritized content and automation roadmap.
• Partner with GPS process owners (Benefits, Payroll, Clinic/Total Rewards, etc.) as subject-matter gatekeepers sopublished content stays policy-accurate and current.

Communications

Secondary Focus (~25%, capacity-permitting)

• Draft, format, and organize internal HR/GPS communications and announcements from approved content andtemplates.
• Coordinate the scheduling and sending of comms through GPS's established channels (Portal, email, etc.).
• Maintain a simple communications calendar/tracker so nothing slips.

Quality

• Takes ownership of productivity, quality, and resolution goals.
• Reflects on own performance and pursues self-development.
• Recommends process improvements to sustain quality standards.
• Meets performance targets and completes required training and assessments.
• Maintains schedule adherence and professional conduct with colleagues and management.

What we are looking for:

To be successful in this role you must…

Educational Background

• At least college level (undergraduate units in any field); studies in Human Resources, Information Technology, Business Administration or a related field is a plus.

Work Experience

• At least 1 year of experience in knowledge management, IT/HR service desk support, or self-service/content administration within a multinational organization, shared-services, or BPO environment. Prior exposure to AI chatbot or virtual-agent tooling is a strong plus.

Skills Requirements

• Hands-on experience or familiarity administering Knowledge Base systems (e.g., ServiceNow, Confluence, SharePoint) and Correspondence Management systems.
• Practical AI fluency: prompt/response tuning, intent mapping, and content grounding for chatbot/virtual-agent platforms, with the ability to read AI performance data and turn it into content fixes.
• Highly organized and detail-oriented, able to work autonomously in a fast-paced environment with shifting priorities.
• Analytical, with strong integrity, maturity, and a proactive approach to problem-solving and improving the employee experience
• Advanced skills in productivity tools for data analysis, documentation, and presentations (e.g., Google Suites, MS Office etc.).
• Strong written communication skills, with the ability to draft clear, policy-accurate content and simple internal announcements.
• Basic-to-intermediate graphic/comms production skills (e.g., Canva) sufficient for the secondary communications support function — not full video production.

What's in it for YOU!

Driven by our 'Malasakit' culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our 'Malasakit' culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.