Senior Knowledge Architect (ITSM & ServiceNow)

Hammerjack Pty Ltd; Manila; Hybrid; PHP 800,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd is looking for a Senior Technical Writer to manage knowledge content for End User Transformation Services in Alabang, Philippines. The ideal candidate will collaborate with IT support teams to ensure accurate and effective knowledge articles.

Responsibilities include owning the knowledge lifecycle, conducting governance, and resolving user issues in a hybrid role. Applicants should have 3–6+ years of experience in technical writing, especially within IT and knowledge management.

Qualifications

• 3–6+ years of experience as a Technical Writer or similar role.
• Experience managing a Knowledge Base within ServiceNow or a comparable ITSM platform.
• Strong understanding of knowledge lifecycle management and governance.
• Excellent written communication skills.
• Ability to work cross-functionally with technical and non-technical stakeholders.

Responsibilities

• Own the lifecycle of knowledge articles.
• Ensure articles follow approved templates and standards.
• Configure and maintain knowledge bases and workflows.
• Analyze knowledge usage to drive improvements.
• Support ticket resolution and documentation enhancement.

Skills

Technical Writing

Knowledge Management

ServiceNow

IT Support

Documentation

Education

3–6+ years of relevant experience

Tools

ServiceNow

ITSM tools

Job description

Hammerjack Pty Ltd is looking for a Senior Technical Writer to manage knowledge content for End User Transformation Services in Alabang, Philippines. The ideal candidate will collaborate with IT support teams to ensure accurate and effective knowledge articles.

Responsibilities include owning the knowledge lifecycle, conducting governance, and resolving user issues in a hybrid role. Applicants should have 3–6+ years of experience in technical writing, especially within IT and knowledge management.