Knowledge Management Lead

Ovii's Interpretation of the Role

The Knowledge Management Lead defines, builds and sustains the IT knowledge‑management program at Keywords Studios, aligning it with business goals and ITIL‑based service delivery. The role drives content creation in ServiceNow, uses analytics to improve impact, and champions a culture of sharing through training and senior‑leadership engagement.

Role Snapshot

• Lead Knowledge Management strategy for IT
• Build and maintain knowledge assets in ServiceNow
• Integrate KM with ITIL‑based service management
• Drive analytics and continuous improvement
• Coach and train staff on KM practices
• Influence senior leadership and cross‑functional teams
• Manage a team of KM specialists

Must-Have Requirements

• Knowledge Management strategy implementation
• Building KM programs in technology industry
• Senior leadership communication and influence
• Team leadership and delivery impact
• ITIL framework knowledge
• ServiceNow experience
• Knowledge Management implementation
• ServiceNow platform
• ITIL / IT service management
• Team leadership
• Senior stakeholder communication

Work Setup

• Location: Pasig, Philippines
• Work mode: ONSITE
• Employment type: Full-Time

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Define and execute a comprehensive KM strategy aligned with business objectives and IT service delivery.
• Create, categorise, and maintain knowledge assets within ServiceNow, ensuring accuracy and accessibility.
• Integrate KM processes with ITIL‑based service management to improve efficiency and support.
• Promote a knowledge‑sharing culture through training, coaching, and cross‑team collaboration.
• Track and analyse KM usage metrics to measure impact and continuously refine the program.
• Lead a team of KM specialists, providing direction, feedback and performance oversight.

Good Fit If You Have

• Proven track record of building KM programs in large, global tech environments.
• Comfortable influencing senior leadership and facilitating cross‑functional discussions.
• Strong analytical mindset for measuring knowledge adoption and effectiveness.
• Experience guiding teams to deliver measurable impact.