Knowledge Manager - Training / Knowledge Management Lead

Gratitude Inc

11 Views

17 hours ago

Knowledge Manager - Training / Knowledge Management Lead

4-6 Year(s)

₱ 60 - ₱ 70K p.m

Manila, Cebu Central Visayas

Job Description

Key Skills

Knowledge Management ITIL Certified ITIL trained or certified

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About the Role

We are 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.

Key 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

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

Candidates with experience in:

• Auditing

• Training and coaching

• Process documentation

• Process flow creation

• Knowledge management

• Quality process documentation

• Standard Operating Procedures (SOPs)

Non-Negotiable

• Healthcare/Clinical background

• Service Desk experience

Kindly answer the pre-screening question and send as comment while applying.
Pre-Screening Notes:
Years of relevant experience:

Experience managing trainers

Years of experience in Service Desk / Knowledge management tools

Experience in account setup or transition activities

BPO Experience

Last drawn salary

Expected salary

Role

Manager -Customer Service

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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