Job Description – Knowledge Expert

Department: IT Knowledge Management

Location: Ortigas, Philippines

Role Type: Full-Time

Position Summary

We are seeking an experienced Knowledge Expert with strong expertise in Knowledge Management practices, content governance, and knowledge lifecycle management. The ideal candidate will be responsible for creating, enhancing, reviewing, and maintaining knowledge articles while ensuring compliance with established metadata and taxonomy standards. The role requires identifying and addressing knowledge gaps, improving content quality, and driving knowledge adoption across the organization.

The Knowledge Expert will work closely with Subject Matter Experts (SMEs), Service Delivery teams, and business stakeholders to ensure the knowledge repository remains accurate, searchable, and aligned with organizational objectives.

Key Responsibilities

1. Knowledge Creation & Content Management

Create, review, and publish new knowledge articles based on business and operational requirements.
Enhance and maintain existing knowledge content to ensure accuracy, completeness, and relevance.
Conduct regular content reviews and ensure timely closure of article feedback, comments, and improvement requests.
Ensure adherence to knowledge management standards, templates, and governance processes.
Support monthly Knowledge Management campaigns and content improvement initiatives.

2. Metadata & Taxonomy Management

Manage and maintain knowledge article metadata to improve searchability and content discoverability.
Perform metadata validation and taxonomy reviews to ensure proper article classification and categorization.
Correct metadata and taxonomy inconsistencies across the knowledge repository.
Identify opportunities to optimize taxonomy structures and knowledge organization.
Collaborate with stakeholders to establish and maintain enterprise taxonomy standards.

3. Knowledge Gap Analysis & Content Improvement

Conduct regular knowledge gap analysis to identify missing, outdated, or incomplete documentation.
Work with SMEs and operational teams to close identified knowledge gaps.
Monitor knowledge quality metrics and drive corrective actions to improve content effectiveness.
Ensure knowledge assets support incident resolution, self-service, training, and operational efficiency.

4. Governance, Reporting & Compliance

Support Knowledge Management governance activities and compliance reviews.
Participate in internal and external audits, assessments, and quality reviews.
Ensure adherence to organizational Knowledge Management policies and ITIL best practices.

5. Training, Awareness & Enablement

Conduct Knowledge Management awareness sessions and knowledge-sharing workshops.
Coordinate with SMEs for content validation and approval activities.
Support user adoption initiatives through learning content, quick reference guides, videos, and WalkMe-based digital adoption content.
Promote knowledge contribution and reuse through engagement and gamification initiatives.

6. Continuous Service Improvement

Identify opportunities to improve knowledge processes, content quality, and user experience.
Recommend enhancements to knowledge repositories, search capabilities, metadata structures, and taxonomy frameworks.
Collaborate with stakeholders to increase knowledge utilization and self-service effectiveness.

Required Skills & Qualifications

Bachelor's degree in Information Technology, Computer Science, Business, or a related discipline.
4-6 years of experience in Knowledge Management, Content Management.
Strong experience in:
Knowledge Article Creation and Enhancement
Metadata Management and Validation
Taxonomy Design and Maintenance
Knowledge Gap Identification and Remediation
Knowledge Quality Reviews and Governance
Hands-on experience with ServiceNow Knowledge Management or similar KM platforms.
Strong understanding of ITIL Knowledge Management processes and best practices.
Excellent analytical, documentation, and content management skills.
Experience working with SMEs, technical teams, and business stakeholders.
Strong reporting, presentation, and communication skills.
Knowledge of dashboarding and KM performance metrics would be beneficial.

Knowledge Editor