ROLE PURPOSE

The knowledge manager will be responsible for the success of the knowledge management (KM) framework implemented across site operations and will drive continuous improvement of this framework in collaboration with key stakeholders and the KM team members.

The knowledge manager will develop the topic list and produce the structure of the content. In addition, this manager will promote sharing and enable content uptake and organizational learning strategy development utilizing the organization’s operational business processes, people, and systems.

The knowledge manager will strengthen the seamless exchange of knowledge across site operations and other organizations where applicable. The knowledge manager will be responsible for the continued development and implementation of strategies, processes, and tooling for corresponding KM solutions as well as developing KPIs and team members within this framework.

ROLE REQUIREMENT

• Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
• Create, capture, organize, and assess knowledge assets for enterprise use.
• Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
  
• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.
• Support the development and implementation of training on KM processes and tooling.
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Assist with resource planning as applicable to strengthen and expand KM initiatives.
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
• Be the thought leader on KM Framework implementation within site operations and share learnings and best practices broadly within the Infrastructure Data Centre (IDC) organization.
• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
• Bring relevant industry insights to incorporate into the KM Framework.
• Identify and evangelize success stories from the Knowledge Management Program.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.

PROFESSIONAL COMPETENCIES

• Ability to articulate and drive a strategic vision for knowledge management within the organization.
• Ability to align knowledge management initiatives with organizational goals and strategies.
• Expertise in planning, executing, and managing projects, including defining scope, resources, timelines, and deliverables.
• Identifying potential risks in KM projects and developing mitigation strategies.
• Ability to analyse data to derive insights and inform KM strategies.
• An understanding of good content strategy, including how to manage assets throughout their lifecycle, the role of metadata and taxonomy, and structuring and providing access to content so that it is findable at the point of need.
• Knowledge of available KM data that can be collected and analysed, as well as how to interpret and leverage that data
  

QUALIFICATIONS & EXPERIENCE

• Bachelor’s or master's degree in information systems, Information Technology, Computer Science or other related disciplines.
• 6+ years of current proven experience in implementing KM strategies.
• Experience in building KM programs in the technology industry or within technical groups within a large, global organization.
• Experience communicating with and influencing senior leadership as well as framing discussions to gain Proven experience in leading teams to deliver impact.
• Managing a team that implemented a knowledge management framework.
• valuable feedback and experience.