Knowledge Manager - IT (12 months fixed-term)

Keywords is seeking a Knowledge Manager to lead and improve the organization’s IT knowledge management ecosystem. The role involves defining and managing the knowledge base, ensuring accuracy and accessibility of information. A key responsibility is translating complex technical concepts into clear, actionable knowledge for diverse audiences. The ideal candidate will be a technical writer with a focus on ServiceNow and KCS v6 methodologies.

Requirements

• Minimum of 3+ years of progressive experience in IT Service Management, with a significant portion dedicated to Knowledge Management leadership roles.
• At least 3+ years of hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role, demonstrating a deep understanding of IT infrastructure, troubleshooting, and daily operational challenges.
• Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework.
• Demonstrated experience in technical writing, editing, and content quality assurance.
• ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred.
• KCS v6 Practices certification preferred.
• Bachelor’s degree in information technology, Computer Science, Technical Communications, or a related field.

Benefits

• Great Place to Work certified for 4 consecutive years
• Remote work