Knowledge Manager - Indianapolis - Keywords Studios

    Keywords Studios
    Keywords Studios Indianapolis

    19 hours ago

    Description


    divh2Knowledge Manager/h2pThe Knowledge Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of the organizations IT knowledge management ecosystem, leveraging ITIL v4 and KCS v6 methodologies.

    This role is unique in its requirement for deep, hands-on IT operational experience, specifically within Systems Administration and broader IT support/infrastructure.

    The ideal candidate will possess exceptional technical acumen, a keen eye for linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences.

    They will champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery./ppResponsibilities/ppAt Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond.

    Our aim is to become the go to provider of technical services./ppKeywords is trusted and relied upon by many of the worlds leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way./ppWe are seeking an experienced Knowledge Manager.

    In this role you will lead and manage the knowledge management function in our organization, ensuring that the knowledge base is up to date, accessible, and effectively utilized.

    You will be responsible for managing, organizing, and maintaining a vast array of information and data for all aspects of IT Service Delivery./ppThe ideal candidate has a passion for knowledge management and automation and can communicate effectively with team members of all levels.

    If you are a self-motivated, detail-oriented person with excellent organizational and leadership skills, we encourage you to apply.

    You will be responsible for technical writer(s) for IT, with a particular focus on ServiceNow knowledge management workflows./ph3Strategic Leadership Process Ownership/h3ulliDefine, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles./liliAct as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles./liliDevelop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management./liliStay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation./li/ulh3Content Management Quality Assurance/h3ulliOversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization./liliEnsure knowledge articles are accurate, timely, relevant, and consistent in language and structure./liliProvide 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./liliCritically review content from a hands-on IT support, infrastructure, and systems administration perspective, ensuring practical applicability and addressing common IT Operational challenges./liliImplement and utilize Article Quality Index (AQI) assessments and other metrics to monitor and improve content health./li/ulh3Knowledge Sharing Cultural Enablement/h3ulliChampion and foster a proactive knowledge-sharing culture across all IT teams, reducing silos and promoting open information exchange./liliGuide and train team members on KCS practices, emphasizing knowledge creation as a by-product of problem-solving (Solve Loop) and continuous improvement (Evolve Loop)./liliImplement strategies to encourage employee engagement and contribution to the knowledge base, including recognition programs, incentives, and gamification./liliFacilitate the capture of tacit and implicit knowledge from experienced IT staff, potentially through mentoring programs./li/ulh3Tooling Stakeholder Collaboration/h3ulliManage and support existing knowledge management tools and technologies (e.g., ServiceNow Knowledge Management), providing technical expertise and liaising between IT and other stakeholders./liliCollaborate 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./liliAnalyze knowledge management data and metrics to identify trends, measure performance, and inform strategic decisions for process improvement and self-service optimization.

    /li/ul/div

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