Knowledge Manager – Technical Writer, Training Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist and spearhead the development, standardization, and implementation of strategies, frameworks, processes, and policies related to knowledge management.

• Collaborate with business leadership to carry out strategic initiatives in knowledge management.

• Oversee the design and execution of business processes, knowledge management procedures, systems, and tools.

• Create, implement, and support business solutions using tools and applications approved by the company.

• Evaluate business processes to discover opportunities for efficiency and automation.

• Identify and apply best practices for knowledge sharing, collaboration, and retention of knowledge.

• Work alongside subject matter experts to capture and document tacit knowledge, best practices, and lessons learned.

• Assess knowledge management metrics and key performance indicators.

• Develop and provide guidance on practices, tools, and processes for knowledge management.

• Facilitate training sessions and workshops.

• Conduct research into emerging trends and technologies in knowledge management.

• Partner with IT teams to implement and integrate knowledge management tools and platforms.

⛳️ Requirements

• A bachelor's degree is required, along with 3+ years of experience, or 7+ years of relevant work experience.

• Proven experience working with ServiceNow, Managed Services, or operational support teams.

• Excellent written and verbal communication skills.

• Proficiency in advanced English grammar and business documentation.

• Capability to manage multiple projects and meet deadlines effectively.

• Strong technical skills and attention to detail.

• Experience in business analysis, process improvement, or online learning is advantageous.

• Familiarity with ServiceNow reporting, workflows, or knowledge management is a plus.

• Experience with documentation or communication tools is beneficial.

• Experience in creating video content or conducting walkthroughs is a plus.

• Knowledge of process improvement methods and change adoption activities is advantageous.

• Familiarity with Power BI or similar reporting and data visualization tools is a plus.

• Experience in Managed Services, IT Operations, or Enterprise Service Management environments is beneficial.

🏝️ Benefits

• Annual bonus target subject to the terms and conditions of the plan.

• Comprehensive benefits package (overview available at https://cdw.benefit-info.com/).

• Flexible remote work arrangement.

• Salary ranges may vary based on geographic differentials.

• Supportive and collaborative work environment.

• Opportunities for growth and professional development.

• Culture of AI learning and experimentation.