Knowledge Management Lead & Training Architect

Gratitude Philippines; Cebu City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Gratitude Philippines is seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration.

You will develop, maintain, and improve KM processes, collaborate with Operations, Training, Quality, and support teams, and lead account setup or transition activities, with a focus on ITIL-aligned practices.

Qualifications

• 4–6 years of relevant experience.
• At least 3 years of Service Desk and/or Knowledge Management experience.
• 2–3 years of Knowledge Management experience in a BPO/ITO environment.
• Experience in account setup or transition activities is preferred.
• Experience managing trainers is an advantage.
• ITIL Certification is preferred but not required.

Responsibilities

• Develop, maintain, and improve knowledge management processes and documentation.
• Ensure knowledge base articles and operational documents are accurate and up to date.
• Collaborate with Operations, Training, Quality, and support teams to identify knowledge gaps.
• Support account setup, transitions, and knowledge transfer activities.
• Monitor knowledge utilization and recommend improvements.
• Manage trainers and training-related initiatives where applicable.
• Drive continuous improvement initiatives related to knowledge management.
• Ensure compliance with ITIL practices and organizational standards.

Skills

Knowledge Management

Service Desk Experience

Account Setup

Trainer Management

Process Documentation

Quality Documentation

SOPs

Auditing

Tools

ITIL Certification

Job description

Gratitude Philippines is seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration.

You will develop, maintain, and improve KM processes, collaborate with Operations, Training, Quality, and support teams, and lead account setup or transition activities, with a focus on ITIL-aligned practices.