WHAT DOES A KNOWLEDGE MANAGEMENT SPECIALIST DO?

Published: Dec 29, 2025 - The Knowledge Management Specialist manages knowledge assets and provides expert support to ensure consistent adoption of knowledge-centered service practices across technology teams. This position involves monitoring compliance with KM processes, developing standards and training materials aligned with ITIL4 and KCS, and supporting the implementation of ServiceNow to enhance KM effectiveness. The specialist also fosters a culture of knowledge-sharing, delivers coaching, and collaborates with teams to drive continuous improvement and align KM practices with changing business and technology needs.

A Review of Professional Skills and Functions for Knowledge Management Specialist

1. Knowledge Management Specialist Job Summary

  • Knowledge Management: Create, update and manage all knowledge for the Customer Service team and CS Managers.
  • Training Onboarding: Onboard Hiring Coaches to teach them to be verifiers and content editors to support the team and its ever-evolving systems and processes.
  • Process Analysis: Work within the current structure to identify functionality.
  • Systems Improvement: Bring knowledge and experience to determine how to improve current systems.
  • Tool Administration: Serve as the contact for Guru needs and questions for the Customer Success Team.
  • Platform Optimization: Remain connected to the Guru network to maximize the newest features and benefits.
  • Change Enablement: Serve as the Guru promoter to ensure maximum value from this powerful tool.
  • SOP Development: Create and update SOPs for assigned workflows within Guru.

2. Knowledge Management Specialist Overview

  • Information Development: Work on all phases of information development from analysis, research and interviewing to gather content for writing and editing documents.
  • Stakeholder Collaboration: Maintain continuous interaction with various departments on the impact of the proposed document creation and updates.
  • Technical Writing: Produce high-quality end-user documentation for a global audience.
  • Systems Knowledge: Maintain knowledge of the system used to house procedures to support accurate and timely delivery to the end user.
  • Time Management: Manage competing deadlines and prioritize appropriately.
  • User Feedback: Respond to feedback from end users.
  • Change Control: Communicate and support the Change Control process to gain final approval on all content prior to publication.
  • Content Governance: Communicate with other Knowledge Management Specialists to ensure consistent content format and structure across all business functions.
  • Process Optimization: Identify common process opportunities, driving business to a global product.

3. Knowledge Management Specialist Duties and Roles

  • Knowledge Strategy: Develop a strategy for implementing data and knowledge management plans.
  • Knowledge Services: Provide Knowledge Management services to gain the greatest value from the organization’s knowledge assets.
  • Knowledge Systems: Utilize Knowledge Management Software Systems to reorganize, generate, store, share and manage knowledge for deployment and use.
  • Data Governance: Develop data governance plans.
  • Data Quality: Ensure security, quality and integrity of data.
  • Data Visualization: Recommend and utilize graphical software tools that provide complex analysis of data.
  • Data Standards: Provide subject matter expertise to ensure standards and policies are implemented to ensure maximum utilization of data lakes, warehouses and pools analysis techniques.
  • Data Mining: Recommend and utilize data mining and information analysis tools for automated discovery of patterns and relationships in the data warehouse.
  • Tool Adoption: Recommend data management, knowledge management and analysis tools for customer adoption.
  • Big Data Processing: Format data for utilization on Big Data platform systems.
  • Data Engineering: Store and process data per informatics best practices for efficient storage, retrieval and information science analytics processing.

4. Knowledge Management Specialist Duties

  • Knowledge Systems: Develop and implement the Knowledge Management System, including collecting and capturing knowledge assets, organizing and cataloging them into the system.
  • Stakeholder Collaboration: Collaborate with department stakeholders.
  • System Integration: Ensure integration of department knowledge assets into the Knowledge Management System.
  • Knowledge Training: Provide training and coaching on knowledge management matters.
  • Knowledge Culture: Promote a culture of collaboration and knowledge sharing.
  • Access Control: Control the accessibility and flow of knowledge according to specific positions and roles.
  • Information Governance: Manage corporate information for retention compliance and future accessibility.
  • Corporate Communication: Assist with other corporate communication responsibilities.

5. Knowledge Management Specialist Accountabilities

  • Training Analysis: Responsible for analyzing training needs, developing curriculum, delivering training and documenting procedures and development related to knowledge, skill, ability and performance programs and activities within the Customer Support team and lines of business.
  • Systems Knowledge: Utilize system applications, along with program, brand and product knowledge.
  • Learning Design: Provide learning solutions to the Customer Support team and design programs using face to face, virtual and e learning based methods.
  • Training Standards: Create and implement consistent standards for all key training and development initiatives, including needs analysis, design, consistent content and evaluation, and maintenance of training records.
  • Quality Assurance: Ensure that the highest level of training quality is delivered.
  • Performance Evaluation: Oversee and conduct the development of tools and processes to evaluate and assess the delivery and effectiveness of solutions.
  • Curriculum Development: Design and build new training modules for procedural and technical changes or enhancements, and maintain training materials.
  • New Hire Training: Provide internal new hire training for all lines of business.
  • Ongoing Training: Provide support and training to customer support agents to deliver a superior customer experience, including ongoing training on new products and processes.

6. Senior Knowledge Management Specialist Role Purpose

  • Knowledge Strategy: Drive and execute global knowledge management activities that align with organisational strategic goals and deliver tangible business benefits.
  • Knowledge Roadmap: Design and execute global knowledge roadmap initiatives both collaboratively and autonomously with minimal close management from the Knowledge Management Manager.
  • Process Innovation: Drive, influence and innovate ways of working to ensure content owners and subject matter experts have best-in-class tools, templates, standards and guidance.
  • Knowledge Creation: Create and maintain meaningful knowledge assets.
  • Tool Innovation: Innovate, design and drive enhancements to knowledge tools and technologies.
  • Knowledge Architecture: Ensure best-in-class ways to capture, create, maintain, organise, find, share and deliver knowledge in ways that are intuitive and easy.
  • Content Design: Create bite-sized, easy-to-use and understandable knowledge assets in formats that meet audience needs and provide expert guidance to content owners.
  • Community Enablement: Facilitate champion and community networks to effectively harvest and transfer knowledge.
  • Gap Analysis: Identify and resolve knowledge management gaps with regional and operational teams, influencing and engaging relevant stakeholders to enable innovative and scalable solutions and assets.
  • Adoption Strategy: Create and implement knowledge management strategies and plans that maximize employee and stakeholder adoption of knowledge resources, knowledge sharing, processes and tools for maximum business benefit.

7. Senior Knowledge Management Specialist Responsibilities and Key Tasks

  • Domain Knowledge: Understand Booking.com partner-facing roles, activities and products and how LPS works in order to meet knowledge needs and priorities.
  • Knowledge Standards: Build a clear understanding and consensus around best practices in knowledge management with stakeholders.
  • Stakeholder Management: Demonstrate effective management of diverse stakeholders with differing priorities and working styles.
  • Regional Collaboration: Collaborate with regional stakeholders to ensure relevant knowledge is available for LPS, while coaching and supporting teams on best approaches for sharing, identifying, capturing and transferring knowledge.
  • Quality Assurance: Design and monitor quality assurance methods and metrics to support and measure the adoption of knowledge content and initiatives.
  • Information Analysis: Assimilate information quickly, cutting through volume and complexity to focus on priorities.
  • Consultative Skills: Demonstrate strong consultative, facilitation, communication, listening and stakeholder engagement skills with the ability to translate needs into scalable knowledge solutions.
  • Process Governance: Define, design and oversee knowledge contribution and feedback processes, ensuring central and regional roles and ways of working are clear and scalable.
  • Continuous Improvement: Drive adoption and continuous improvements to the information lifecycle, governance models, knowledge quality, roles and responsibilities, processes and technology.

8. Knowledge Management Specialist Roles and Responsibilities

  • Organizational Development: Support continuous improvement and organizational development activities.
  • Best Practices: Evaluate and recommend best practices based on project results.
  • Knowledge Alignment: Align knowledge strategy with business needs.
  • Client Liaison: Provide a single point of contact for client teams, product development teams and sales teams.
  • Knowledge Adoption: Identify the most appropriate approach for knowledge sharing and adoption within shared services operations.
  • SLA Management: Ensure compliance and ongoing tracking and management of Service Level Agreements.
  • Standards Enforcement: Enforce standards, procedures and policies set forth for respective knowledge assets.
  • Quality Assurance: Maintain knowledge article quality and relevance by performing quality checks, including proofreading and ensuring correct template usage, for all documents within the knowledge management scope.
  • Documentation Management: Maintain the procedure manual for Knowledge Management.

9. Knowledge Management Specialist Responsibilities

  • Change Documentation: Ensure process or system change releases are highlighted within process documents to maintain consistency.
  • Knowledge Support: Answer questions related to knowledge assets and identify appropriate subject matter experts.
  • Stakeholder Coordination: Coordinate and liaise with stakeholder groups for the creation, update, review and approval of documents, including supporting knowledge sharing activities.
  • Process Improvement: Continually work to improve the Knowledge Management process.
  • Approval Management: Route approvals and handle distribution of training documentation, process documents and supporting materials.
  • Content Communication: Provide communication updates on published knowledge articles to shared services operations, keeping teams informed on content that impacts daily work.
  • Adoption Enablement: Support knowledge adoption and foster a culture of knowledge sharing in a shared services environment.
  • Stakeholder Engagement: Ensure all relevant stakeholders are involved and provide the required level of support and commitment to the Knowledge Management process.
  • System Administration: Manage and operate systems and tools used to manage and distribute knowledge assets.

10. Knowledge Management Specialist Roles and Details

  • Information Requests: Respond to information requests and collaborate with appropriate process or business leads and teams to address detailed content needs.
  • Repository Management: Manage knowledge repositories.
  • Content Lifecycle: Manage additions, removals and archiving of knowledge articles.
  • Access Control: Manage access restrictions and security controls governing knowledge assets.
  • Knowledge Culture: Serve as a catalyst for creating a knowledge-sharing culture.
  • Knowledge Infrastructure: Develop and integrate knowledge infrastructure, processes, plans and standards.
  • Solution Design: Design, develop, integrate and deploy knowledge management solutions.
  • Stakeholder Communication: Manage communication among project stakeholders.
  • Relationship Management: Develop and maintain effective working relationships within the department.

11. Knowledge Management Specialist Duties and Roles

  • Customer Experience: Encourage company-wide excellence through active and consistent support of efforts to simplify and enhance the client experience.
  • Knowledge Maintenance: Update and maintain the knowledge base by creating new content and editing existing articles and pages.
  • Content Research: Research, develop and verify content accuracy using established review and approval processes.
  • System Support: Ensure knowledge base uptime by troubleshooting issues.
  • SME Collaboration: Collaborate with subject matter experts to design and deliver clear and concise knowledge content for end users.
  • Risk Mitigation: Mitigate risks by ensuring content consistency with client collateral, training materials, policies, procedures, external websites and work tools.
  • Brand Compliance: Ensure content aligns with branding guidelines for terminology, design, style and tone.
  • Reporting Analysis: Produce reports to identify usage trends, knowledge gaps and opportunities to improve operational efficiency and reduce costs.
  • Data Analysis: Analyze knowledge system reports and user feedback to recommend improvements in usage, close knowledge gaps and enhance operational efficiency.

12. Knowledge Management Specialist Essential Functions

  • Knowledge Operations: Manage knowledge assets in accordance with standards and procedures, providing specialist advice and support for Knowledge Management operations.
  • Service Adoption: Ensure consistent adoption of knowledge centred service across technology teams.
  • Compliance Monitoring: Monitor and report compliance with knowledge management processes and risk controls, supporting continual improvement of design and operating effectiveness.
  • Practice Development: Develop and maintain knowledge management practice assets, including policy, standards, procedures, guidelines, job aids, risk controls, data and performance metrics, aligned with ITIL4 and KCS guidelines.
  • Training Support: Provide training, coaching and support to technology teams.
  • Knowledge Culture: Develop a culture of knowledge-centred support and enable consistent execution of knowledge management across technology support teams.
  • ServiceNow Enablement: Support the implementation of ServiceNow solutions, ensuring requirements, features and critical data elements are available and tested to enable effective knowledge management execution.
  • Continuous Alignment: Work collaboratively with technology teams to identify and implement continual knowledge management improvements and ensure alignment with evolving business and technology needs.

13. Knowledge Management Specialist Responsibilities and Key Tasks

  • Knowledge Sharing: Help champion workforce knowledge sharing by creating, maintaining and organizing written documentation (ie, Knowledge Articles) so that the technology organizations' know-how, information and experience are shared within and outside the organization with stakeholders.
  • System Integration: Promote knowledge sharing through the organization's operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems.
  • External Knowledge: Support and work with Employee Experience to ensure the sharing of knowledge base articles externally to the user community.
  • Internal Collaboration: Work with internal teams to help facilitate the sharing of ideas and information to strengthen the information utilized for knowledge management.
  • Repository Management: Help disseminate information about the organization's knowledge by storing and sharing organized Knowledge articles in a central location (ie, SharePoint, ServiceNow).
  • Training Requirements: Assist in identifying training and certification requirements for the IT workforce.
  • Training Strategy: Identify the best training strategy and delivery for the IT workforce training and certification requirements.
  • Training Tracking: Track training and funds spent for all IT training and certifications.
  • Career Programs: Support the implementation and management of TSA and DHS IT Career Path initiatives.

14. Knowledge Management Specialist Tasks

  • Knowledge Development: Develop Knowledge Management materials by completing thorough research, analyzing educational resources and assessing the needs of the Agency.
  • Data Analysis: Confer with stakeholders and leverage Service Desk problem ticketing data.
  • Trend Identification: Identify trends where increased and or modified Knowledge Management documentation is required.
  • Release Planning: Maintain a schedule of planned Knowledge Management and related document releases.
  • Visual Research: Gather and research graphics and imagery for multi dimensional messaging.
  • Content Writing: Write strategic, clear and concise copy with the ability to adapt to a specific and targeted audience.
  • Gap Analysis: Identify gaps in current knowledge management practices.
  • Stakeholder Engagement: Identify and communicate with relevant stakeholders in knowledge management initiatives.
  • Initiative Execution: Design, plan, initiate and execute knowledge management initiatives.
  • Status Reporting: Report on the status of knowledge management initiatives.
  • Best Practices: Apply best practices in knowledge management and design custom tools to support initiatives.