Knowledge Manager

Job Description
We are seeking a highly motivated Knowledge Manager to join our Application Support Level 2 (L2) team. This role is responsible for developing, maintaining, and optimizing the knowledge base, ensuring that support teams have access to accurate, up-to-date, and well-structured information to resolve application-related incidents efficiently. The Knowledge Manager will work closely with L2 support analysts, L1 and L3 teams, and other stakeholders to drive knowledge sharing, process improvement, and service excellence.

Key Responsibilities:

Knowledge Management & Documentation

• Develop, maintain, and continuously improve knowledge articles, troubleshooting guides, and FAQs for L2 support.
• Ensure documentation follows best practices, is well-structured, and aligns with ITIL/ITSM standards.
• Capture knowledge from L2 analysts and application experts, transforming it into valuable resources for the support team.

Knowledge Governance & Standardization

• Establish and enforce knowledge management policies, workflows, and version control.
• Regularly audit and update existing knowledge articles to maintain accuracy and relevance.
• Ensure consistency in documentation format, terminology, and accessibility across all applications.

Collaboration & Knowledge Sharing

• Conduct training sessions, knowledge-sharing workshops, and onboarding programs for L2 support teams.
• Facilitate knowledge transfer between L1, L2, and L3 teams, ensuring efficient issue resolution.
• Promote a culture of knowledge contribution and continuous learning within the support team.

Service Improvement & Analytics

• Analyze incident trends and identify knowledge gaps that impact L2 support efficiency.
• Work with IT Service Management (ITSM) teams to implement self-service solutions and AI-driven knowledge suggestions.
• Leverage feedback from support teams to continuously enhance the quality and usability of the knowledge base.

Tools & Technology Management

• Manage and optimize knowledge management platforms (e.g., ServiceNow, Confluence, SharePoint, Jira).
• Ensure knowledge bases are integrated with ITSM systems for seamless ticket resolution.
• Introduce automation and smart knowledge retrieval techniques to improve efficiency.

Job Requirements

• Proven experience in Knowledge Management within an Application Support, ITSM, or ITIL-driven environment.
• Strong understanding of ITIL principles and Incident, Problem, and Change Management processes.
• Excellent technical writing, documentation, and communication skills.
• Hands-on experience with knowledge management tools (e.g., ServiceNow, Confluence, or similar).
• Ability to work collaboratively with cross-functional teams and drive knowledge-sharing initiatives.
• Strong analytical and problem-solving skills to identify knowledge improvement opportunities.
• Familiarity with automation, AI-powered knowledge tools, or self-service portals is a plus.

Preferred Qualifications (Nice to Have):

• ITIL v3/v4 Certification;
• Experience in Application Support, Service Desk, or IT Operations;
• Exposure to AI-driven knowledge management tools.

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.

What we offer?
You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• Career development: opportunity to grow within the team;
• Special referral bonuses for recommending your friends;
• Private Medical subscription;
• Meal tickets;
• Flexible working hours and hybrid work, aligned with project needs;
• Friendly team who is eager to meet you.

What's next:
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity. In case you need further information, just send us a message at recruitmentEMEA@stefanini.com and we'll be happy to assist!

Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!

About us
We are a Brazilian company with over 35 years of experience in delivering IT services worldwide, ranging from IT outsourcing to application development or IT staffing. We have a direct presence in 41 countries, through our 70 offices located throughout the world. We have managed to become the preferred partner of many small-to-midsize local and regional companies as well. Most of our clients come from industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities.

Stefanini has career opportunities locally and around the world for professionals interested in a vibrant, passionate, team-oriented workplace. If you are a customer-centric person with a "get it done" attitude, come over for coffee and a talk on your future career with us! Learn more about us on www.stefanini.com and join us on LinkedIn, Facebook and Instagram where we regularly post insights from our colleagues.