Knowledge Management Lead w/40K SOB

RecruitNest Consulting; Cebu City; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

RecruitNest Consulting in Cebu City, Philippines, is seeking a Knowledge Manager - Training to lead KM initiatives within a healthcare service desk environment. You will develop and maintain KM processes, ensure accuracy and accessibility of knowledge resources, and support training and onboarding activities.

You will collaborate with service desk teams, SMEs, and stakeholders to improve knowledge sharing, operational efficiency, and service quality while maintaining ServiceNow, Jira, and

Qualifications

• Bachelor's degree required.
• 4–6 years in Knowledge Management or Training.
• At least 3 years supporting Service Desk accounts.
• Healthcare or Healthcare Service Desk experience required.
• Familiarity with ITIL knowledge management practices.
• Hands-on with ServiceNow, Jira or Confluence.
• Experience creating knowledge articles, SOPs and training materials.
• Immediate start preferred.
• IELTS/TOEIC/TOEFL or similar certification preferred.
• Onsite, 24/7 operation environment.
• Experience with onboarding or transitions is a plus.

Responsibilities

• Develop and maintain a KM strategy aligned with ITIL best practices.
• Establish standards, governance processes, and lifecycle management for knowledge articles.
• Create, review, update, and publish knowledge articles, FAQs, troubleshooting guides, and SOPs.
• Ensure knowledge content is accurate, consistent, and easily searchable through taxonomy.
• Conduct regular audits to identify and remove outdated, duplicate, or inaccurate content.
• Collaborate with service desk teams, SMEs, and technical teams to capture and document operational knowledge.
• Facilitate knowledge capture sessions after major incidents, process changes, or system releases.
• Develop and maintain training materials, onboarding resources, and knowledge packs for support teams.
• Monitor knowledge base usage, article effectiveness, and search trends to identify improvement opportunities.
• Administer and maintain knowledge management tools such as ServiceNow, Jira, and Confluence.
• Support workflow configuration, knowledge publishing processes, and integrations with ticketing systems.

Skills

Knowledge management

Training delivery

Service desk operations

ITIL practices

English proficiency

Education

Bachelor's Degree

Tools

ServiceNow

Jira

Confluence

Job description

Job Expectations

• Position Type: Experienced - Lead/Manager
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night Shift
• Industry: IT Consulting & Services (BPO)

About the Job

We are looking for a Knowledge Manager - Training to join our client's team and lead knowledge management initiatives within a healthcare service desk environment. In this role, you will be responsible for developing and maintaining knowledge management processes, ensuring the accuracy and accessibility of knowledge resources, and supporting training and onboarding activities. You will work closely with service desk teams, subject matter experts, and stakeholders to improve knowledge sharing, operational efficiency, and service quality.

Key Responsibilities

• Develop and maintain a Knowledge Management (KM) strategy aligned with organizational and ITIL best practices.
• Establish standards, templates, governance processes, and lifecycle management for knowledge articles.
• Create, review, update, and publish knowledge articles, FAQs, troubleshooting guides, and standard operating procedures (SOPs).
• Ensure knowledge content is accurate, consistent, and easily searchable through proper taxonomy and categorization.
• Conduct regular audits to identify and remove outdated, duplicate, or inaccurate content.
• Collaborate with service desk teams, SMEs, and technical teams to capture and document operational knowledge.
• Facilitate knowledge capture sessions following major incidents, process changes, or system releases.
• Develop and maintain training materials, onboarding resources, and knowledge packs for support teams.
• Monitor knowledge base usage, article effectiveness, and search trends to identify improvement opportunities.
• Administer and maintain knowledge management tools such as ServiceNow, Jira, and Confluence.
• Support workflow configuration, knowledge publishing processes, and integrations with ticketing systems.

Qualifications

• Bachelor's Degree required.
• 4 to 6 years of relevant experience in Knowledge Management, Training, or Service Desk operations.
• At least 3 years of experience supporting Service Desk accounts, preferably in a Knowledge Management role.
• Experience in a Healthcare, Clinical, or Healthcare Service Desk environment is required.
• Knowledge of ITIL-based knowledge management practices and processes.
• Hands-on experience with knowledge management platforms such as ServiceNow, Jira, Confluence, or similar tools.
• Experience creating knowledge articles, SOPs, training materials, and process documentation.
• Experience supporting new account transitions or service migrations is an advantage.
• Experience managing or supporting training teams is a plus.
• Strong proficiency in English; IELTS, TOEIC, TOEFL, or similar certification is preferred.
• Must be willing to work onsite and in a 24/7 operational environment.
• Can start immediately, if possible.