Knowledge Base Manager

About the Company

We are a knowledge-centric organization dedicated to empowering both employees and customers by providing easy-to-access, accurate, and practical information. Our teams collaborate across various departments such as IT, Customer Support, Product Management, HR, Operations, Quality Assurance, Learning & Development, Corporate Communications, and Executive Leadership, fostering a culture of knowledge exchange, continual learning, and operational excellence.

Job Responsibilities

• Design and implement strategies, governance policies, content guidelines, and knowledge lifecycle processes that align with organizational goals.
• Lead the creation, structuring, upkeep, and ongoing enhancement of both internal and external knowledge bases, FAQs, SOPs, user guides, and self-service tools.
• Work closely with departments including Customer Support, IT, Product Management, Human Resources, Learning & Development, Operations, Quality Assurance, Corporate Communications, and Executive Leadership to gather, organize, and disseminate institutional knowledge.
• Establish policies on knowledge governance, taxonomy, metadata standards, review cycles, version control, approval workflows, and archival methods.
• Track KPIs such as article usage, search effectiveness, content accuracy, self-service adoption, customer satisfaction, resolution rates, content freshness, and contribution levels.
• Evaluate user feedback, search data, service desk trends, customer inquiries, and operational metrics to identify knowledge gaps and enhance content effectiveness.
• Advocate for knowledge-centered service practices while promoting a culture of collaboration, documentation quality, and continuous learning.
• Ensure adherence to information governance, data privacy laws, intellectual property rights, accessibility standards, and company documentation procedures.
• Drive digital transformation through AI-enhanced enterprise search, smart content recommendations, workflow automation, chatbots, generative AI for knowledge development, and advanced analytics.
• Manage relationships with platform providers, documentation vendors, content contributors, and cross-functional stakeholders.
• Utilize systems such as CMS, ITSM platforms, Microsoft Office/365, SharePoint, Power BI, collaboration tools, and analytical software to track knowledge performance and generate insights.
• Prepare comprehensive management reports, dashboards, executive presentations, governance documents, and strategic recommendations for leadership.
• Lead, mentor, and develop teams of knowledge specialists, technical writers, content managers, and documentation analysts, fostering innovation, accountability, and continuous improvement.

Candidate Requirements

• Bachelor’s degree in Information Management, Library Science, IT, Business Administration, Communications, Technical Writing, Knowledge Management, or related fields.
• Advanced degrees or certifications such as Master’s in relevant fields, ITIL, KCS, Technical Communication, or PMP are highly preferable.
• Minimum five years’ experience in knowledge management, technical documentation, content management, IT service, or customer support roles.
• At least two years of experience managing knowledge initiatives, documentation teams, or enterprise knowledge systems.
• Deep understanding of knowledge management principles, information architecture, taxonomy, content lifecycle, KCS methodology, and collaboration technologies.
• Experience with tools including ServiceNow KM, Confluence, SharePoint, Zendesk Guide, Salesforce Knowledge, Atlassian suite, Microsoft 365, Power BI, CMS, and collaboration platforms.
• Knowledge of AI-driven knowledge management solutions, enterprise search, automation, chatbots, analytics, digital work environments, and cloud collaboration is advantageous.
• Strong leadership, communication, stakeholder engagement, analytical, organizational, governance, and problem-solving capabilities.
• Proven ability to juggle multiple knowledge initiatives balancing quality, access, user experience, compliance, and priorities.
• Capacity to work effectively and independently in remote or hybrid work settings.

What We Provide

• Flexible remote or hybrid work opportunities based in the UAE.
• Competitive salary package.
• Opportunities for professional growth in knowledge management leadership.
• Exposure to enterprise knowledge management, digital transformation, AI, automation, and modern collaboration technologies.
• A collaborative work culture centered on innovation, ongoing education, accountability, and operational excellence.
• Chance to build and lead an exemplary knowledge ecosystem empowering employees and enhancing customer experience to drive organizational success.