IT Knowledge Management Coordinator

The IT Knowledge Management Coordinator is a full-time role within the IT Workplace Technologies team. This position involves overseeing knowledge and documentation activities, managing support information flow, maintaining assets, and improving employee self-help. The coordinator will also prepare content for the Moveworks platform to enhance employee support, promoting a culture of knowledge-sharing through guidance and learning.

Must Have

• Develop and execute a company-wide internal knowledge management strategy.
• Design and maintain a clear and intuitive information architecture (taxonomy).
• Establish and govern standards for content creation.
• Coordinate assets for training LLMs for support tools.
• Collaborate with Subject Matter Experts (SMEs) to identify, write, and publish support articles, FAQs, and process documentation.
• Create and manage a content review and auditing cadence.
• Migrate and consolidate existing documentation into a centralized Knowledge Base System (KBS).
• Leverage existing knowledge base platforms (e.g., ServiceNow, Workday, Saleforce).
• Analyze key performance metrics to identify knowledge gaps and content-improvement opportunities.
• Implement and use feedback to capture employee input and drive continuous improvement.
• Champion a "knowledge-sharing" culture across the organization.
• Train and support internal teams on how to use the knowledge base effectively and contribute to it.
• Promote new and updated content to employees to drive awareness and adoption of self-service support.
• 3-5+ years of experience in knowledge management, technical writing, content strategy, or a similar role.
• Proven experience managing a Knowledge Base System (KBS) or internal wiki.
• Exceptional writing and editing skills.
• Strong understanding of information architecture and content taxonomy principles.
• Excellent stakeholder management and communication skills.
• Analytical mindset.
• Self-starter with a proactive, "get-it-done" attitude.
• Bachelor's degree.

Perks & Benefits

• Competitive salary package
• Private medical & dental coverage
• Employee Pension Plan
• Life insurance
• Employee Stock Purchase Plan
• Flexible working hours
• Strong collaborative culture
• Comfortable work conditions (high-class offices, parking space)
• Volleyball field and grill place next to the office
• Access to wellness facilities and integration events
• Training and broad development opportunities

This role is responsible for overseeing knowledge & documentation related activities, including managing the flow of support information, maintaining up-to-date assets, improving employee experience, and facilitating self-help workflows. The Knowledge Manager will also support the preparation of knowledge content for ingestion into the Moveworks platform to enhance employee support. Ideal candidates possess skills such as great leadership, effective communication, problem-solving, coaching and teamwork. These skills will aid in promoting a culture of knowledge-sharing that is enabled through guidance and learning. As KM coordinator, you will be well-equipped with knowledge database features, functionality and be able to communicate this to teams effectively.

Scope of Responsibilities:

Strategy & Architecture:

• Develop and execute a company-wide internal knowledge management strategy, starting with IT support (e.g., "How-to" guides, troubleshooting steps, system access) and HR (e.g., benefits, policies, onboarding).
• Design and maintain a clear and intuitive information architecture (taxonomy) that makes content easily discoverable.
• Establish and govern the standards for content creation, including voice, tone, and formatting, to ensure consistency and quality.
• Assisting our path to AI by coordinating assets for training LLMs for support tools.

Content Lifecycle Management:

• Collaborate with Subject Matter Experts (SMEs) across IT, HR, Finance, and other departments to identify, write, and publish clear, accurate, and user-friendly support articles, FAQs, and process documentation.
• Create and manage a content review and auditing cadence to ensure all documentation is accurate, relevant, and "fresh."
• Migrate and consolidate existing documentation from scattered sources (e.g., various Confluence spaces, Google Docs, shared drives) into a centralized Knowledge Base System (KBS).

Governance & Continuous Improvement:

• Leverage our existing knowledge base platforms (e.g., ServiceNow, Workday, Saleforce, etc) and consolidate where appropriate.
• Analyze key performance metrics (e.g., search queries, article views, ticket deflection, user feedback) to identify knowledge gaps, content-improvement opportunities, and user-behavior trends.
• Implement & use feedback to capture employee input and drive continuous improvement.

Culture & Adoption:

• Champion a "knowledge-sharing" culture across the organization.
• Train and support internal teams (especially IT support and HR) on how to use the knowledge base effectively and contribute to it.
• Promote new and updated content to employees to drive awareness and adoption of self-service support.

Basic Requirements

• 3-5+ years of experience in knowledge management, technical writing, content strategy, or a similar role, preferably in a fast-paced tech environment.
• Proven experience managing a Knowledge Base System (KBS) or internal wiki (e.g., ServiceNow KCS, Zendesk Guide, Confluence, Guru, Notion).
• Exceptional writing and editing skills, with the ability to translate complex technical and procedural information into clear, concise, and user-friendly content.
• Strong understanding of information architecture and content taxonomy principles.
• Excellent stakeholder management and communication skills, with a proven ability to collaborate with cross-functional teams and subject matter experts.
• Analytical mindset: You are comfortable using data to make decisions, identify trends, and measure the impact of your work.
• Self-starter: You have a proactive, "get-it-done" attitude and are comfortable managing projects from inception to completion in an ambiguous environment.
• Bachelor's degree

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary package
• Private medical & dental coverage
• Employee Pension Plan
• Life insurance
• Employee Stock Purchase Plan
• Flexible working hours
• Strong collaborative culture
• Comfortable work conditions (high-class offices, parking space)
• Volleyball field and grill place next to the office
• Access to wellness facilities and integration events as well as training and broad
• Development opportunities

#LI-LB1

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No