Knowledge Management Lead - ITSM & Self-Service

iQor; Muntinlupa; Hybrid; PHP 600,000 - 1,000,000; Full time

Job summary

iQor is seeking a Technical Writer – Knowledge Management in the Philippines to own and operationalize knowledge content across End User Services. You will work with Service Desk, Deskside/Onsite, AV/METS, Executive Support, and Engineering to ensure accurate, current, and reusable knowledge articles, while promoting KCS and shift-left strategies.

You will also provide hands-on support for ticket resolution on a secondary basis, identify knowledge gaps, and drive adoption and awareness of

Qualifications

• 3–6+ years of experience as a Technical Writer, Knowledge Manager, or similar role supporting IT, Service Desk, or Enterprise Technology teams.
• Hands-on experience managing a Knowledge Base within ServiceNow or a comparable ITSM platform.
• Strong understanding of knowledge lifecycle management, governance, and reporting.
• Excellent written communication skills with the ability to translate technical concepts into clear, user-friendly documentation.
• Experience pulling, analyzing, and interpreting knowledge usage metrics and operational reports.
• Ability to work cross-functionally with technical and non-technical stakeholders.
• Working experience in Service Desk, IT Support, or Deskside support environments (required for hybrid role)

Responsibilities

• Own the end-to-end lifecycle of knowledge articles—from creation to retirement—within ServiceNow or a comparable ITSM platform.
• Ensure all articles follow templates, style guidelines, metadata standards, and taxonomy for consistency and discoverability across tools.
• Configure, organize, and maintain knowledge bases, categories, workflows, and approvals within the ITSM knowledge platform.
• Pull and analyze knowledge usage reports to measure effectiveness and drive continuous improvement.
• Apply and promote Knowledge-Centered Service (KCS) principles, including article quality and shift-left enablement.
• Write clear, concise content for self-service to enable faster resolution and ticket deflection.
• Collaborate with EUS managers, SMEs, and frontline teams to identify gaps and convert knowledge into high-value articles.
• Run regular audits and review cycles to keep content current with tools, processes, and policies.

Skills

Technical Writing

Knowledge Management

Cross-functional collaboration

Written communication

Attention to detail

ServiceNow

Tools

ServiceNow

Job description

iQor is seeking a Technical Writer – Knowledge Management in the Philippines to own and operationalize knowledge content across End User Services. You will work with Service Desk, Deskside/Onsite, AV/METS, Executive Support, and Engineering to ensure accurate, current, and reusable knowledge articles, while promoting KCS and shift-left strategies.

You will also provide hands-on support for ticket resolution on a secondary basis, identify knowledge gaps, and drive adoption and awareness of