Knowledge Management Trainer

Knowledge Management Trainer

Department: IT Knowledge Management

Location: Ortigas Center, Mandaluyong

Role Type: FTE, Onsite

Position Summary

We are seeking an experienced Knowledge Management Trainer with strong expertise in ServiceNow Knowledge Management, enterprise training delivery, user enablement, and awareness programs.

The successful candidate will be responsible for designing, developing, and delivering Knowledge Management training programs, conducting awareness sessions, creating learning content, and driving adoption of Knowledge Management processes and tools across the organization. The role requires excellent communication, presentation, facilitation, and stakeholder engagement skills, along with proven experience in delivering ServiceNow Knowledge Management training to a diverse user community.

The Knowledge Management Trainer will work closely with SMEs, Service Delivery Teams, Knowledge Managers, and business stakeholders to improve knowledge sharing, increase self-service utilization, enhance user engagement, and ensure compliance with Knowledge Management governance standards.

Key Responsibilities

1. Training & Knowledge Enablement

• Serve as the primary trainer and Knowledge Management adoption lead.
• Design, develop, and deliver role-based Knowledge Management training programs for End Users, Service Desk Teams, SMEs, Knowledge Authors, Reviewers, Approvers, Administrators, and Portal Managers.
• Develop and maintain comprehensive training curricula and structured learning paths for different user groups.
• Create and maintain training materials, including presentations, user guides, SOPs, quick reference guides, process flows, FAQs, tutorials, videos, and interactive learning content.
• Conduct instructor-led classroom sessions, virtual training, webinars, workshops, and hands-on learning programs.
• Deliver onboarding programs for new users and refresher training sessions for existing users.
• Deliver hands-on training on ServiceNow Knowledge Management functionality, governance standards, content lifecycle processes, search capabilities, metadata management, and self-service adoption.
• Facilitate practical exercises, real-life scenarios, case studies, and knowledge-sharing activities to improve learning effectiveness.
• Assess participant knowledge through quizzes, surveys, feedback forms, and training evaluations.
• Identify knowledge gaps and training needs through stakeholder engagement, user feedback, and platform analytics.
• Continuously update training content based on process changes, governance updates, and ServiceNow enhancements.
• Mentor Knowledge Authors and SMEs on article quality standards, metadata compliance, and knowledge governance best practices.
• Maintain training schedules, attendance records, feedback reports, and training effectiveness metrics.

2. Knowledge Awareness & Adoption Programs

• Plan and execute Knowledge Management awareness initiatives across the organization.
• Conduct regular awareness sessions to educate users on Knowledge Management processes, tools, standards, and best practices.
• Design and execute monthly knowledge awareness campaigns.
• Promote knowledge sharing, knowledge reuse, and self-service adoption.
• Develop engagement initiatives to encourage knowledge contribution and collaboration.
• Drive sustained user engagement and participation in Knowledge Management initiatives.

3. User Adoption & Engagement

• Conduct user surveys and adoption assessments to identify awareness gaps and improvement opportunities.
• Analyse knowledge usage patterns, search analytics, user feedback, and engagement metrics.
• Recommend initiatives to improve platform adoption and user participation.
• Promote self-service capabilities and knowledge reuse across business units.
• Support onboarding and user enablement activities.
• Assist stakeholders in maximizing the value of Knowledge Management processes and tools.

4. Training Delivery Methodology

Assessment & Planning

• Conduct surveys and adoption assessments to determine training requirements.
• Identify barriers to adoption and areas requiring targeted awareness and enablement.

Content Development

• Develop customized learning content based on business needs and assessment outcomes.
• Create content suitable for classroom sessions, workshops learning environments.
• Obtain stakeholder review and approval before delivery.

Session Coordination

• Schedule and organize awareness and training sessions.
• Coordinate facilities, invitations, and participant communications.
• Ensure all logistics are completed before training delivery.

Training Delivery

• Deliver approved awareness programs and training sessions.
• Facilitate discussions, demonstrations, practical exercises, and Q&A sessions.
• Ensure active participation and engagement throughout all sessions.

Feedback & Continuous Improvement

• Gather participant feedback after each session.
• Monitor satisfaction levels and learning effectiveness.
• Implement improvements to enhance training outcomes and user experience.

5. ServiceNow Knowledge Management Enablement

• Deliver training on Knowledge Management processes, governance, roles, and responsibilities.
• Develop ServiceNow-specific user guides and learning materials.
• Support adoption of new ServiceNow Knowledge Management features and enhancements.
• Collaborate with stakeholders to improve platform utilization and user satisfaction.

6. Stakeholder Collaboration

• Collaborate with SMEs, Service Desk Teams, Knowledge Managers, Service Delivery Teams, and business stakeholders.
• Support enterprise knowledge-sharing initiatives.
• Conduct stakeholder engagement activities to improve awareness and adoption.
• Present training outcomes, adoption trends, and recommendations to leadership.
• Act as a Knowledge Management advocate and champion.

7. Reporting & Analytics

• Track and report:
• Training Attendance
• Awareness Session Participation
• User Satisfaction Scores
• User Adoption Metrics
• Knowledge Utilization Trends
• Knowledge Reuse Metrics
• Develop monthly dashboards and management reports.
• Provide recommendations for improving adoption and engagement.
• Support continuous improvement initiatives through data-driven insights.

Deliverables

The Knowledge Management Trainer will be responsible for delivering:

• 4 Knowledge Management Awareness Sessions per month.
• ServiceNow Knowledge Management End-User Training.
• Knowledge Author and Reviewer Training Programs.
• New User Onboarding Sessions.
• Refresher Training Programs.
• User Guides, SOPs, Quick Reference Guides, Tutorials, and Training Materials.
• Monthly Training and Adoption Reports.
• Training Effectiveness Assessments and Improvement Recommendations.

Service Level Targets (Mandatory)

Awareness Sessions

• Conduct 4 awareness sessions per month.
• Each session shall be 1 hour in duration.

Performance Targets

• Achieve a minimum 75% attendance rate from the targeted audience.
• Ensure 95% of sessions are delivered within the approved schedule.
• Ensure 100% of training materials are prepared, reviewed, and approved at least 7 business days before the session date.
• Achieve 95% participant satisfaction, with attendees rating sessions as Satisfactory or above.
• Maintain 100% attendance tracking and reporting.
• Collect participant feedback for 100% of sessions.
• Submit monthly training, awareness, and adoption reports.

Required Skills & Qualifications

Education

• Bachelor's degree in information technology, Education, Communications, Business Administration, Knowledge Management, or a related discipline.
• Master's Degree preferred.

Experience

• 4–6 years of experience in:
• Knowledge Management
• Learning & Development
• User Enablement
• Awareness Programs
• Stakeholder Engagement

Preferred Qualifications

• ITIL Foundation Certification
• Knowledge-Cantered Service (KCS®) Certification
• ServiceNow Knowledge Management Fundamentals
• Experience supporting enterprise Knowledge Management programs and transformations.
• Experience delivering large-scale organizational training and awareness initiatives.