Keywords Studios · 5 months ago
Knowledge Manager - IT (12 months fixed-term)
United States
Full-time
Remote
Senior LevelKeywords Studios is a global services platform for video games and beyond, seeking an experienced Knowledge Manager to lead their IT knowledge management function. This role involves ensuring that the knowledge base is current and effectively utilized, while also managing a team of technical writers and promoting a culture of knowledge sharing across IT teams.
AudioContentDigital MediaVideo Games
Responsibilities
Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles
Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles
Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management
Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation
Oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization
Ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure
Provide expert feedback on the technicalities of grammar, syntax, punctuation, and overall English language quality of knowledge content, ensuring clarity and precision for diverse technical and non-technical audiences
Critically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges
Implement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health
Champion and foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange
Guide and train team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop)
Implement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification
Facilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs
Manage and support existing knowledge management tools and technologies (e.g., ServiceNow Knowledge Management), providing technical expertise and liaising between IT and other stakeholders
Collaborate closely with content owners, subject matter experts (SMEs), service desk analysts, and other stakeholders to understand their needs, drive adoption, and ensure knowledge assets meet organizational requirements
Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization
Qualification
Required
Deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure
Exceptional technical acumen
Keen eye for linguistic precision
Ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences
Passion for knowledge management and automation
Effective communication skills with team members of all levels
Self-motivated and detail-oriented
Excellent organizational and leadership skills
Experience managing, organizing, and maintaining a vast array of information and data for all aspects of IT Service Delivery
Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles
Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles
Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management
Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation
Oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization
Ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure
Provide expert feedback on the technicalities of grammar, syntax, punctuation, and overall English language quality of knowledge content
Critically review content from a hands-on IT support, infrastructure, and systems administration perspective
Implement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health
Champion and foster a proactive knowledge-sharing culture across all IT teams
Guide and train team members on KCS practices
Implement strategies to encourage employee engagement and contribution to the knowledge base
Facilitate the capture of tacit and implicit knowledge from experienced IT staff
Manage and support existing knowledge management tools and technologies (e.g., ServiceNow Knowledge Management)
Collaborate closely with content owners, subject matter experts (SMEs), service desk analysts, and other stakeholders
Analyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions
Company
Keywords Studios
Keywords studios provides creative and technical services to the video game industry.
Founded in 1998
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$487.95M2024-07-03Post Ipo Equity
2024-07-03Acquired
2023-07-21Post Ipo Debt· $400M
Leadership Team
Robert Kingston
Chief Financial Officer
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