Knowledge Manager

Key Responsibilities Knowledge Management Strategy

• Develop and implement a knowledge management strategy aligned with organisational goals.
• Establish best practices and standards for creating, storing, and accessing knowledge.
• Promote a knowledge-sharing culture across the organization.

Content Development and Maintenance

• Ensure knowledge articles, documentation, and processes are accurate, comprehensive, and up-to-date.
• Work with subject matter experts (SMEs) to develop high-quality content.
• Perform regular audits and updates of the knowledge base to maintain relevance and accuracy.
• Ensure documents comply with regulatory and organisational standards

Knowledge Base Administration

• Manage the organisation’s knowledge management tools and platforms (e.g., ServiceNow, Confluence, SharePoint).
• Ensure that the knowledge base is user-friendly and optimised for searchability.
• Monitor and report on knowledge base usage and performance metrics.

Training and Support

• Provide training to employees on knowledge management processes and tools.
• Act as a point of contact for knowledge-related inquiries and issues.
• Encourage and guide employees in contributing to the knowledge base.

Continual Improvement

• Identify opportunities to improve knowledge management processes and tools.
• Leverage feedback from users to enhance the usability and effectiveness of the knowledge base.
• Monitor industry trends and emerging technologies to keep the organization’s knowledge management practices current.

Collaboration and Stakeholder Engagement

• Collaborate with IT, Service Managers, and Process Owners to ensure knowledge alignment with service delivery.
• Engage with key stakeholders to understand their knowledge needs and address gaps.

Qualifications Education:

• Bachelor’s degree in information management, Business Administration, IT, or a related field.

Experience:

• 3-5 years of experience in knowledge management or a similar role.
• Experience with knowledge management tools and ITSM platforms- ServiceNow, SharePoint, Confluence required
• Experience with ITIL practices.

Skills:

• Strong organizational and project management skills.
• Excellent written and verbal communication abilities.
• Proficiency in knowledge management tools and platforms.
• Analytical skills for monitoring and improving knowledge systems.
• Ability to engage and train stakeholders at all organizational levels.

Certifications (Preferred):

• ITIL Foundation Certification.

Key Competencies

• Collaboration and Teamwork
• Attention to Detail
• Problem-Solving
• Initiative and Drive
• Customer-Centric Mindset

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120 Please read our Candidate Privacy Policy .