Knowledge Management Lead

Work Schedule: Shifting schedule, including weekends and holidays as required

Job Overview

We are looking for an experienced Knowledge Manager to lead knowledge management initiatives that support operational excellence across the organization. This role is responsible for developing and maintaining knowledge resources, collaborating with cross-functional teams, supporting account transitions, and driving continuous improvement initiatives.

If you have a strong background in Knowledge Management, Service Desk operations, and BPO environments, we'd love to hear from you.

Key Responsibilities

• Develop, maintain, and continuously improve knowledge management processes and documentation.
• Ensure knowledge base articles and operational documentation remain accurate, current, and accessible.
• Collaborate with Operations, Training, Quality, and Support teams to identify and address knowledge gaps.
• Support account setup, knowledge transfer, and transition activities.
• Monitor knowledge utilization and recommend process improvements.
• Lead and support trainers and training-related initiatives where applicable.
• Drive continuous improvement initiatives related to knowledge management.
• Ensure compliance with ITIL practices and organizational standards.

Qualifications

• Bachelor's Degree in a relevant field.
• ITIL Certification (Required).
• Strong communication, stakeholder management, and problem-solving skills.
• Excellent analytical skills with strong attention to detail.
• Strong organizational, time management, and multitasking abilities.
• Excellent interpersonal and collaboration skills.
• Willing to work onsite in Cebu City on a shifting schedule.

Required Experience

• 4–6 years of relevant experience.
• At least 3 years of experience in Service Desk and/or Knowledge Management.
• Experience in Knowledge Management within a BPO/ITO environment.
• Experience supporting account setup or transition activities is preferred.
• Experience managing trainers is an advantage.
• Clinical/Healthcare experience combined with Service Desk experience is highly preferred.
• BPO experience is required.

Pay: Php68,250.00 - Php70,250.00 per month

Application Question(s):

• What is your highest educational attainment?
• What is your current/last drawn salary?
• What is your expected salary?
• When are you available to start if selected?
• How many years of relevant experience do you have in Knowledge Management?
• Have you managed trainers or training teams? Please elaborate.
• How many years of Service Desk experience do you have?
• Do you have experience supporting account setup or transition activities?
• How many years of BPO experience do you have?
• Are you willing to work onsite in Cebu City on a shifting schedule?

Work Location: In person