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
Bachelor's Degree in a relevant field

Strong communication, stakeholder management, and problem-solving skills

Strong analytical skills and attention to detail

Excellent time management and multitasking abilities

Strong interpersonal and collaboration skills

ITIL Certification (required)

Willing to work onsite in Cebu City on shifting schedules

BPO experience is required




Work Experience
4–6 years of relevant experience, with at least 3 years in Service Desk and/or Knowledge Management roles

Knowledge Management experience in a BPO/ITO environment

Experience in account setup or transition activities is preferred

Experience managing trainers is an advantage

Clinical/Healthcare experience combined with Service Desk experience is highly preferred


NOTE: ANSWER THE PRE-SCREENING QUESTIONS AND LEAVE YOUR ANSWER AS COMMENTS
Pre-Screening Notes:
Years of relevant experience:

Experience managing trainors

Years of experience in Service Desk / Knowledge management tools

Experience in account setup or transition activities

BPO Experience

Last drawn salary

Expected salary