Knowledge Management Lead (Healthcare Service Desk) w/40K SOB

Job Expectations

• Position Type: Experienced - Lead/Manager
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night Shift
• Industry: IT Consulting & Services (BPO)

About the Job

We are looking for a Knowledge Manager - Training to join our client's team and lead knowledge management initiatives within a healthcare service desk environment. In this role, you will be responsible for developing and maintaining knowledge management processes, ensuring the accuracy and accessibility of knowledge resources, and supporting training and onboarding activities. You will work closely with service desk teams, subject matter experts, and stakeholders to improve knowledge sharing, operational efficiency, and service quality.

Key Responsibilities

• Develop and maintain a Knowledge Management (KM) strategy aligned with organizational and ITIL best practices.
• Establish standards, templates, governance processes, and lifecycle management for knowledge articles.
• Create, review, update, and publish knowledge articles, FAQs, troubleshooting guides, and standard operating procedures (SOPs).
• Ensure knowledge content is accurate, consistent, and easily searchable through proper taxonomy and categorization.
• Conduct regular audits to identify and remove outdated, duplicate, or inaccurate content.
• Collaborate with service desk teams, SMEs, and technical teams to capture and document operational knowledge.
• Facilitate knowledge capture sessions following major incidents, process changes, or system releases.
• Develop and maintain training materials, onboarding resources, and knowledge packs for support teams.
• Monitor knowledge base usage, article effectiveness, and search trends to identify improvement opportunities.
• Administer and maintain knowledge management tools such as ServiceNow, Jira, and Confluence.
• Support workflow configuration, knowledge publishing processes, and integrations with ticketing systems.

Qualifications

• Bachelor's Degree required.
• 4 to 6 years of relevant experience in Knowledge Management, Training, or Service Desk operations.
• At least 3 years of experience supporting Service Desk accounts, preferably in a Knowledge Management role.
• Experience in a Healthcare, Clinical, or Healthcare Service Desk environment is required.
• Knowledge of ITIL-based knowledge management practices and processes.
• Hands-on experience with knowledge management platforms such as ServiceNow, Jira, Confluence, or similar tools.
• Experience creating knowledge articles, SOPs, training materials, and process documentation.
• Experience supporting new account transitions or service migrations is an advantage.
• Experience managing or supporting training teams is a plus.
• Strong proficiency in English; IELTS, TOEIC, TOEFL, or similar certification is preferred.
• Must be willing to work onsite and in a 24/7 operational environment.
• Can start immediately, if possible.

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