Manager, IT Knowledge Management at Equity Bank Kenya

Job Purpose

• The Manager of IT Knowledge Management will spearhead the design, implementation, and governance of IT knowledge strategies aimed at enhancing the effectiveness of IT Service Management (ITSM) and promoting organizational learning.
• This position is essential for ensuring that IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, organized, and shared to boost efficiency, minimize waste, and enhance service quality.
• The successful candidate will oversee a team dedicated to maintaining IT knowledge repositories, fostering a culture of knowledge-sharing, and aligning knowledge management initiatives with enterprise objectives and compliance standards.

Job Responsibilities / Accountabilities

• Develop and execute a strategic roadmap for IT Knowledge Management that aligns with ITSM frameworks and organizational goals.
• Establish and govern IT knowledge repositories, ensuring content is accurate, accessible, and user-friendly.
• Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.
• Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure that IT knowledge supports comprehensive service delivery.
• Oversee the integration of knowledge management practices with ITSM tools to enhance support and incident resolution.
• Encourage the adoption of self-service knowledge portals to improve user experience and decrease support demand.
• Monitor knowledge usage, quality, and effectiveness using KPIs, analytics, and feedback mechanisms.
• Stay updated on emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendations.
• Lead, mentor, and develop a team of knowledge analysts/administrators to achieve knowledge management objectives.
• Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.
• Promote a culture of continuous improvement, collaboration, and innovation within IT and among stakeholder groups.

Qualifications

• A university degree in Computer Science, Information Technology, Knowledge Management, or a related field.
• Over 5 years of experience in IT Service Management, Knowledge Management, or related leadership roles.
• Demonstrated experience managing enterprise-level knowledge bases or Centers of Excellence.
• Strong understanding of the ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).
• Experience integrating knowledge management with ITSM, DevOps, or Agile methodologies.
• Proficient in data-driven decision-making, reporting, and knowledge analytics.
• Exceptional leadership, communication, and change management skills.
• Experience with vendor management and enterprise knowledge tools.
• Familiarity with emerging trends such as AI-powered knowledge management, self-service portals, and intelligent search.
• Project Management certifications (e.g., PMP, PRINCE2) are desirable.