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The Role
The Knowledge Manager is responsible for owning, developing, maintaining, and improving the knowledge management (KM) framework. This role ensures that knowledge is effectively captured, stored, and shared across the enterprise to support operational excellence, innovation, and informed decision-making. The Knowledge Manager will collaborate with business leaders, KM stakeholders, and ITSM portfolio leads to drive a culture of knowledge sharing and continuous improvement.
Nordic, repeat Best in KLAS IT Services Firm and solely serving the healthcare industry, strives to empower healthcare providers to leverage technology and to realize digital transformation. All Nordic staff embrace Nordic’s maxims and mission to serve our customers who care so well for us.
Key Responsibilities
Knowledge Base Ownership & Governance
Serve as the primary owner and authority for the Knowledge Base, ensuring it is accurate, relevant, and continuously updated to meet evolving business and ITSM needs.
Establish and enforce governance standards for content creation, review, approval, and retirement, maintaining consistency and quality across all knowledge assets.
Drive adoption and usability by optimizing taxonomy, searchability, and structure, ensuring the Knowledge Base is a trusted resource for employees and customers.
Monitor performance and usage metrics, leveraging insights to improve content quality, reduce ticket resolution times, and enhance self-service capabilities.
Facilitate and monitor the use and improvement of common KM processes and approaches across the organization.
Independently monitor and evaluate KM programs, including external benchmarking and participation in evaluation initiatives.
Technical Writing & Content Quality
Apply strong technical writing skills to create clear, concise, and user-friendly knowledge articles, process documentation, and ITSM guides.
Develop and maintain style guides, templates, and standards for all knowledge content to ensure consistency and quality.
Translate complex ITSM processes and technical concepts into accessible language for diverse audiences.
Communication & Engagement
Disseminate information about the KM program, including events and initiatives.
Design and deliver communications to promote knowledge sharing across the organization.
Participate in orientation and training sessions; prepare communication materials such as presentations and guides.
Prepare communication materials such as presentations, guides, and newsletters.
Reporting & Analytics
Lead and support KM reporting, including metrics on content creation, usage, and Knowledge Base updates.
Provide insights and recommendations based on KM performance data.
Benchmark KM practices against industry standards and recommends improvements.
Process Documentation & Collaboration
Proactively identify and engage internal and external SMEs to capture critical knowledge, validate accuracy, and ensure timely integration into the Knowledge Base.
Work with SMEs to identify, document, and maintain the Knowledge Base, ensuring content is accurate, relevant, and up to date.
Skills and Experience
Experience:
6+ years in knowledge management, ITSM, or related roles.
Experience managing knowledge bases and implementing KM frameworks.
Proven experience in technical writing or content development for IT processes.
Skills:
Excellent technical writing and editing skills for clear, structured documentation.
Deep knowledge of ITIL best practices and Knowledge-Centered Services (KCS) principles.
Strong organizational, communication and stakeholder engagement skills.
Proficiency in KM tools and platforms (e.g., ServiceNow Knowledge Management).
Analytical mindset with ability to interpret data and drive improvements.
Key Competencies
Strategic thinking and problem-solving.
Ability to work independently and collaboratively.
Strong organizational and project management skills.
Education Requirements
Generally, requires a Bachelor's degree and 8 years of related experience, a Master's degree and 6 years of related experience, or 11 years of related experience and no degree.
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.