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