Job Objective:
Knowledge Capture:
 Collaborate eiciently across the organization with stakeholders, change management,
service teams, trainers, curriculum developers, and subject matter experts to create
and maintain both new and existing knowledge bases (KBs).
 Identify and document essential knowledge from diverse sources within the
organization.
 Establish writing standards based on best practices for knowledge bases and develop
the team to ensure they meet or exceed these standards.
 Lead, mentor, and cultivate a team of authors from each department.
 Validate and approve new articles.
 Validate and approve existing articles with the most recent updates.
Knowledge Utilization:
 Instruct the team to associate KB articles before finalizing incidents.
 Verify the accuracy of linked KBs.
 Identify opportunities to reduce Mean Time to Resolution (MTTR) through eective
utilization of KBs.
Knowledge Sharing:
 Facilitate the sharing of knowledge through platforms such as intranets, wikis, and
forums.
 Collaborate closely with trainers to ensure that highly utilized KBs and new process
updates are incorporated into the training program.
Knowledge Maintenance:
 Ensure that knowledge is updated regularly every three months.
 Ensure that knowledge articles are maintained in the appropriate status.
 Comply with Service Level Agreements (SLAs) regarding KB update frequency, KB linking
percentage, and KB linking accuracy.
Minimum Qualification:
Bachelor’s degree is required, preferably in Computer Science.