Knowledge Manager - Training & Knowledge Management Lead
Full-time
Gratitude Inc
Are you passionate about building effective knowledge systems, improving processes, and empowering teams to succeed? We're looking for an experienced Knowledge Manager – Training & Knowledge Management Lead to join our growing team in Cebu City.
This is an exciting opportunity for professionals with a strong background in Knowledge Management, Service Desk, or BPO/ITO operations who are ready to lead knowledge initiatives, collaborate with cross-functional teams, and contribute to operational excellence.
What You'll Do
As our Knowledge Management Lead, you will:
- Develop, maintain, and continuously improve knowledge management processes and documentation.
- Ensure knowledge base articles and operational documents are accurate, updated, and easy to access.
- Work closely with Operations, Training, Quality, and Support teams to identify and close knowledge gaps.
- Support account transitions, onboarding, and knowledge transfer activities.
- Monitor knowledge usage and implement strategies to improve adoption and effectiveness.
- Lead trainers and oversee training-related initiatives where applicable.
- Drive continuous improvement projects that enhance operational efficiency.
- Ensure compliance with ITIL best practices and organizational standards.
What We're Looking For
Bachelor's Degree in any relevant field
ITIL Certification (Required)
4–6 years of relevant work experience
At least 3 years of experience in Service Desk and/or Knowledge Management
Experience in a BPO or ITO environment
Strong communication, stakeholder management, and collaboration skills
Excellent analytical, problem-solving, and organizational abilities
Ability to manage multiple priorities in a fast-paced environment
Willing to work onsite in Cebu City on a shifting schedule
Preferred Qualifications
Candidates with the following experience will have an advantage:
- Account setup, migration, or transition projects
- Managing trainers or leading training initiatives
- Clinical or Healthcare operations experience combined with Service Desk support
- Continuous improvement or process optimization projects
Why Join Us?
- Competitive monthly salary
- Work with industry professionals in a dynamic BPO/ITO environment
- Lead high-impact knowledge management initiatives
- Opportunities to collaborate across multiple business functions
- Grow your leadership and career in a fast-paced, technology-driven organization
Apply Today!
If you have a passion for knowledge management, process excellence, and team development, we'd love to hear from you. Take the next step in your career and apply now!
Vacancy posted 19 hours ago
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