Knowledge Manager

Niit Technologies; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Niit Technologies in Manila, Philippines, is seeking an IT Knowledge Manager to develop, govern, and improve the organization’s knowledge framework. You will manage the knowledge repository, drive content creation, and enable cross‑functional collaboration to support service delivery and operational excellence.

The role focuses on creating and maintaining KM assets, implementing multimedia learning, and driving governance reporting to deliver measurable improvements in knowledge quality and

Qualifications

• Strong understanding of Knowledge Management processes (ITIL aligned).
• Experience with ServiceNow Knowledge Base or similar KM tools.
• Proficiency in documentation, instructional design, and multimedia content creation.
• Ability to collaborate with SMEs and cross‑functional technical teams.
• Excellent communication, organization, and governance reporting skills.
• Experience with digital adoption platforms (WalkMe) is an advantage.

Responsibilities

• Knowledge Creation & Maintenance: create and update knowledge articles; manage KB content in ServiceNow.
• Multimedia & Digital Learning: develop videos, quick-guides, and WalkMe tutorials with Dev support.
• Governance & Reporting: lead KM governance meetings and publish dashboards.
• Awareness, Training & Enablement: conduct KM sessions and knowledge-sharing activities.
• Continuous Improvement: identify gaps and drive actions with stakeholders.

Skills

Knowledge Management

ITIL aligned

Documentation

Multimedia content creation

Cross-functional collaboration

Communication

Governance reporting

WalkMe familiarity

Tools

ServiceNow

WalkMe

KM tools

Job description

Position: IT Knowledge Manager

Location: Manila, Philippines

Role Type: Full‑time

Job Description (JD)

The IT Knowledge Manager is responsible for developing, maintaining, and governing the organization's knowledge management framework to ensure accurate, accessible, and up‑to‑date technical and operational documentation. The role involves managing the knowledge repository, standardizing documentation processes, enabling continuous knowledge sharing, and collaborating with cross‑functional teams to support service delivery, transition, and operational excellence.

Key Responsibilities

1. Knowledge Creation & Maintenance

• Create new knowledge articles and update existing content to ensure accuracy and relevance.
• Manage ongoing curation and enhancement of knowledge assets within ServiceNow.
• Track, review, and ensure timely closure of comments or updates on existing KB articles.
• Running monthly Campaigns

2. Multimedia & Digital Learning

• Develop multimedia content such as videos, quick‑guides, and visual learning assets.
• Deliver WalkMe tutorials in collaboration with the WalkMe developer to support user adoption and self‑help.

3. Governance & Reporting

• Drive weekly and monthly KM governance meetings and publish structured reports and Dashboards.
• Support internal and external Knowledge Management assessments with required data, evidence, and process updates.

4. Awareness, Training & Enablement

• Conduct KM awareness sessions, monthly campaigns, and knowledge‑sharing activities.
• Coordinate SME availability, follow‑ups, and validation for knowledge content.
• Implement and manage gamification initiatives to increase user engagement and knowledge contribution.

5. Continuous Improvement

• Identify gaps in documentation, training, or process adherence and drive corrective actions.
• Work closely with stakeholders to enhance knowledge quality, accessibility, and adoption across IT teams.

Required Skills & Qualifications

• Strong understanding of Knowledge Management processes (ITIL aligned).
• Experience with ServiceNow Knowledge Base or similar KM tools.
• Proficiency in documentation, instructional design, and multimedia content creation.
• Ability to collaborate with SMEs and cross‑functional technical teams.
• Excellent communication, organization, and governance reporting skills.
• Experience with digital adoption platforms (e.g., WalkMe) is an advantage.