• Lead and manage the IT Knowledge Management program across all service areas • Curate and coordinate knowledge articles developed by technical SMEs to improve resolution speed and service quality • Identify content gaps and new knowledge categories based on ticket trends and operational insights • Develop clear, user-friendly communications including tip sheets, FAQs, and self-service guides • Partner with SMEs to create, review, and maintain articles for recurring issues and standard procedures • Establish and enforce knowledge management standards, templates, governance, and review cycles • Promote and optimize self-service capabilities through structured, searchable content • Analyze ticket trends to proactively address knowledge gaps and reduce repeat incidents • Track and report on knowledge usage, effectiveness metrics, and continuous improvement opportunities • Ensure the knowledge base remains accurate, current, and aligned with service delivery practices