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Knowledge Base Manager
The Earth Keepers
Abu Dhabi, UAE
Full Time
Senior
Hybrid
Yesterday
Knowledge ManagementContent ManagementInformation ArchitectureTaxonomyKCSSharePoint
Free
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Knowledge ManagementContent ManagementInformation Architecture
About the Role
The Earth Keepers is seeking an experienced Knowledge Base Manager to lead knowledge management strategy, governance, and optimization. The role involves overseeing knowledge repositories, content quality, and knowledge-sharing initiatives.
Key Skills for This Role
Knowledge ManagementContent ManagementInformation ArchitectureTaxonomyKCSSharePoint
Responsibilities
- Develop and implement knowledge management strategies, governance frameworks, content standards, and knowledge lifecycle processes
- Lead the design, development, organization, maintenance, and continuous improvement of internal and external knowledge bases, documentation portals, FAQs, SOPs, user guides, and self service resources
- Collaborate with cross functional teams to capture, organize, and distribute organizational knowledge
- Establish knowledge governance policies, taxonomy structures, metadata standards, content review cycles, version control, approval workflows, and archival processes
- Monitor KPIs including knowledge article usage, search success rate, content accuracy, self service adoption, customer satisfaction, first contact resolution, content freshness, and knowledge contribution rates
- Analyze user feedback, search analytics, service desk trends, customer inquiries, and operational data to identify knowledge gaps and improve content effectiveness
- Drive knowledge centered service (KCS) practices and promote a culture of knowledge sharing, collaboration, documentation excellence, and continuous learning
- Ensure compliance with information governance policies, data privacy regulations, intellectual property requirements, accessibility standards, and organizational documentation procedures
- Lead digital transformation initiatives through AI powered enterprise search, intelligent content recommendations, workflow automation, chatbots, generative AI assisted knowledge creation, and advanced analytics
- Manage relationships with knowledge management platform providers, documentation tool vendors, content contributors, and cross functional stakeholders
- Prepare knowledge management reports, content performance dashboards, executive presentations, governance documentation, and strategic recommendations for senior leadership
- Lead, mentor, and develop knowledge specialists, technical writers, content administrators, documentation analysts, and cross functional teams
Requirements
- Bachelor's degree in Information Management, Library Science, Information Technology, Business Administration, Communications, Technical Writing, Knowledge Management, or related field
- Minimum 5 years of experience in knowledge management, technical documentation, content management, IT service management, customer support, or related roles
- At least 2 years of experience managing knowledge management programs, documentation teams, or enterprise knowledge platforms preferred
- Strong understanding of knowledge management principles, information architecture, taxonomy, content lifecycle management, technical documentation, KCS methodology, and enterprise collaboration
- Experience with knowledge management platforms such as ServiceNow Knowledge Management, Confluence, SharePoint, Zendesk Guide, Salesforce Knowledge, Atlassian tools, Microsoft 365, Power BI, CMS platforms, and collaboration technologies
- Strong leadership, communication, stakeholder management, analytical, organizational, content governance, and problem solving skills
Full Job Posting
About Us
- We are a knowledge driven organization committed to empowering employees and customers through accessible, accurate, and actionable information.
- Our teams collaborate across Information Technology, Customer Support, Product Management, Human Resources, Operations, Quality Assurance, Learning & Development, Corporate Communications, and Executive Leadership to create a culture of knowledge sharing, continuous learning, and operational excelle
The Role
- We are seeking an experienced Knowledge Base Manager to lead the strategy, governance, development, and optimization of the organization's knowledge management ecosystem.
- The ideal candidate will oversee knowledge repositories, content quality, documentation standards, and knowledge sharing initiatives while ensuring employees and customers have timely access to reliable information that improves productivity and service excellence.
Key Responsibilities
- Develop and implement knowledge management strategies, governance frameworks, content standards, and knowledge lifecycle processes aligned with organizational objectives.
- Lead the design, development, organization, maintenance, and continuous improvement of internal and external knowledge bases, documentation portals, FAQs, standard operating procedures (SOPs), user guides, and self service resources.
- Collaborate with Customer Support, Information Technology, Product Management, Human Resources, Learning & Development, Operations, Quality Assurance, Corporate Communications, and Executive Leadership to capture, organize, and distribute organizational knowledge.
- Establish knowledge governance policies, taxonomy structures, metadata standards, content review cycles, version control, approval workflows, and archival processes.
- Monitor key performance indicators (KPIs) including knowledge article usage, search success rate, content accuracy, self service adoption, customer satisfaction, first contact resolution, content freshness, and knowledge contribution rates.
- Analyze user feedback, search analytics, service desk trends, customer inquiries, and operational data to identify knowledge gaps and improve content effectiveness.
- Drive knowledge centered service (KCS) practices and promote a culture of knowledge sharing, collaboration, documentation excellence, and continuous learning.
- Ensure compliance with information governance policies, data privacy regulations, intellectual property requirements, accessibility standards, and organizational documentation procedures.
- Lead digital transformation initiatives through AI powered enterprise search, intelligent content recommendations, workflow automation, chatbots, generative AI assisted knowledge creation, and advanced analytics.
- Manage relationships with knowledge management platform providers, documentation tool vendors, content contributors, and cross functional stakeholders.
- Utilize knowledge management systems, content management systems (CMS), IT service management (ITSM) platforms, Microsoft Office Suite, Microsoft 365, SharePoint, Power BI, collaboration tools, and analytics platforms to monitor knowledge performance and generate actionable insights.
- Prepare knowledge management reports, content performance dashboards, executive presentations, governance documentation, and strategic recommendations for senior leadership.
Requirements
- Bachelor's degree in Information Management, Library Science, Information Technology, Business Administration, Communications, Technical Writing, Knowledge Management, or a related field.
- Master's degree or professional certifications in Knowledge Management, ITIL, Knowledge Centered Service (KCS), Technical Communication, Project Management (PMP), or equivalent are highly advantageous.
- Minimum 5 years of experience in knowledge management, technical documentation, content management, IT service management, customer support, or related roles.
- At least 2 years of experience managing knowledge management programs, documentation teams, or enterprise knowledge platforms preferred.
- Strong understanding of knowledge management principles, information architecture, taxonomy, content lifecycle management, technical documentation, KCS methodology, and enterprise collaboration.
- Experience with knowledge management platforms such as ServiceNow Knowledge Management, Confluence, SharePoint, Zendesk Guide, Salesforce Knowledge, Atlassian tools, Microsoft 365, Power BI, CMS platforms, and collaboration technologies.
- Familiarity with AI powered knowledge management, enterprise search technologies, workflow automation, chatbots, content analytics, digital workplace solutions, and cloud based collaboration platforms is advantageous.
- Strong leadership, communication, stakeholder management, analytical, organizational, content governance, and problem solving skills.
- Ability to manage multiple knowledge initiatives while balancing content quality, accessibility, user experience, governance, compliance, and business priorities.
- Ability to work independently and effectively in remote and hybrid environments.
What We Offer
- Flexible remote/hybrid work opportunity within the United Arab Emirates.
- Competitive compensation package.
- Professional development and knowledge management leadership growth opportunities.
- Exposure to enterprise knowledge management, digital workplace transformation, artificial intelligence, automation, and advanced collaboration technologies.
- Collaborative culture focused on innovation, continuous learning, accountability, and operational excellence.
- Opportunity to build and lead a world class knowledge ecosystem that empowers employees, enhances customer experiences, and drives organizational success.
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