IT Knowledge Manager - Remote Work/Japan

Organization Overview

Established in 1998 and working in over 30 languages, the Keywords Group is a fast-growing company. We are one of the leaders in the provision of localisation services to the Video games and Software Localisation markets worldwide. Keywords are an international technical service provider to the global Video Game Industry with offices in Montreal, Dublin, London, Paris, Milan, New Delhi, Tokyo, Shanghai, Singapore, Pune, Rome, Barcelona, Brazil, Los Angeles, and Seattle. Working on a worldwide basis, we provide a range of linguistic, testing, and quality control services to Video Game Developers and Publishers alike.

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services. We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.

Job Summary

The Knowledge Manager is a strategic leader responsible for the overall vision, governance, and continuous improvement of the organization's IT knowledge management ecosystem, leveraging ITIL v4 and KCS v6 methodologies. This role is unique in its requirement for deep, hands-on IT operational experience, specifically within Systems Administration and broader IT Support/infrastructure. The ideal candidate will possess exceptional technical acumen, a keen eye for linguistic precision, and the ability to translate complex technical concepts into clear, actionable knowledge for diverse audiences. They will champion a culture of knowledge sharing, ensuring that collective experience is captured, validated, and readily accessible to drive efficiency, reduce support costs, and enhance service delivery.

Requirements

We are seeking an experienced Knowledge Manager. In this role you will lead and manage the knowledge management function in our organization, ensuring that the knowledge base is up to date, accessible, and effectively utilized. You will be responsible for managing, organizing, and maintaining a vast array of information and data for all aspects of IT Service Delivery. The ideal candidate has a passion for knowledge management and automation and can communicate effectively with team members of all levels. If you are a self-motivated, detail-oriented person with excellent organizational and leadership skills, we encourage you to apply. You will be responsible for technical writer(s) for IT, with a particular focus on ServiceNow knowledge management workflows.

Strategic Leadership & Process Ownership

• Define, implement, and continuously improve the IT knowledge management strategy and processes, aligning with ITIL v4 and KCS v6 principles.
• Act as the process owner for knowledge management, ensuring adherence to governance and standards for quality, consistency, and accessibility of knowledge articles.
• Develop and manage the knowledge management framework, including policies, procedures, and guidelines for content creation, review, and lifecycle management.
• Stay abreast of new technologies and industry best practices in knowledge management, including AI and document automation, to drive continuous innovation.

Content Management & Quality Assurance

• Oversee the entire knowledge article lifecycle, from acquisition and creation to storage, organization, distribution, and utilization.
• Ensure knowledge articles are accurate, timely, relevant, and consistent in language and structure.