Knowledge Manager – IT

October 31

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Keywords Studios

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Gaming • Media • Artificial Intelligence

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

📋 Description

• The Knowledge Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of the organization's IT knowledge management ecosystem. • This role involves leveraging ITIL v4 and KCS v6 methodologies to enhance service delivery. • Lead and manage the knowledge management function in the organization, ensuring that the knowledge base is up to date and accessible. • Define, implement, and improve the IT knowledge management strategy and processes. • Act as the process owner for knowledge management, ensuring quality and consistency of knowledge articles. • Oversee the knowledge article lifecycle from acquisition and creation to organization and utilization. • Champion a knowledge-sharing culture across all IT teams. • Manage and support existing knowledge management tools and technologies, providing technical expertise.

🎯 Requirements

• Minimum of 3+ years of progressive experience in IT Service Management, with a significant portion dedicated to Knowledge Management leadership roles. • At least 3+ years of hands-on experience as a Systems Administrator, IT Support Specialist, or similar frontline IT operational role, demonstrating a deep understanding of IT infrastructure, troubleshooting, and daily operational challenges; ServiceNow experience preferred. • Proven experience in implementing and administering Knowledge-Centered Service (KCS) methodology within an ITSM framework. • Demonstrated experience in technical writing, editing, and content quality assurance. • ITIL v4 Foundation certification required; ITIL v4 Managing Professional or Strategic Leader preferred. • KCS v6 Practices certification preferred. • In-depth knowledge of operating systems (Windows, Linux), hardware, networking, and IT security concepts. Ability to understand and provide feedback on complex technical content. • Exceptional command of the English language, including advanced grammar, syntax, punctuation, and style. Ability to simplify complex technical information for diverse audiences. • Expert-level understanding and practical application of ITIL v4 and KCS v6 principles and practices. • Excellent written and verbal communication skills, with the ability to engage, influence, and build strong relationships with technical teams, business stakeholders, and leadership. • Strong analytical skills to interpret data, identify knowledge gaps, and drive continuous improvement. Proven problem-solving capabilities honed through practical IT experience. • Demonstrated ability to drive cultural change and foster a knowledge-sharing environment within an organization. • Experience with leading Knowledge Management platforms (e.g., ServiceNow Knowledge Management, Confluence) and ITSM tools. • Bachelor’s degree in information technology, Computer Science, Technical Communications, or a related field.

🏖️ Benefits

• Great Place to Work certified for 4 consecutive years • Remote work • Global exposure