WHAT DOES A KNOWLEDGE MANAGER DO?

Published: Jan 05, 2026 - The Knowledge Manager provides support across divisions by ensuring content requirements are accurately implemented within websites and knowledge databases, aligning with organizational policies and strategic goals. This role involves maintaining and configuring SharePoint environments, developing standardized templates and workflows, and delivering user training to support enterprise-wide knowledge initiatives. The manager also collaborates with stakeholders to drive KM activities, proposes system improvements, and ensures the scalability and long-term compatibility of all knowledge management tools.

A Review of Professional Skills and Functions for Knowledge Manager

1. Knowledge Manager Details and Accountabilities

  • Service Operations: Support the Senior Manager CX in the run of multi-language service center hubs.
  • Stakeholder Management: Act as a central owner and SME for his area, delivering benefits for key stakeholders.
  • Program Management: Set up and manage programs and projects.
  • Knowledge Management: Execute best-in-class knowledge management and transmissions with countries and third-party service providers.
  • Training Development: Develop and execute training, improvement, and change programs across the entire agent journey.
  • Cross-Functional Collaboration: Connect with global, area, and country functions, ADC, and partner functions to roll out and continuously improve these programs.
  • Requirements Management: Execute requirements definition within a team and provide project management for these initiatives.
  • Insight Analysis: Collect insights from customer and agent feedback and create improvement proposals for ADC.

2. Knowledge Manager Duties and Roles

  • Knowledge Base Management: Establish and refine a new knowledge base.
  • Operational Collaboration: Work with Operations Managers to establish or refine existing practices related to content standards and performance assessments.
  • Workflow Design: Establish an appropriate knowledge management workflow.
  • KCS Coaching: Work closely with individuals selected as KCS coaches to ensure willingness to adopt KCS standards and best practices.
  • Change Management: Establish a wave-based adoption implementation plan for KCS practices across the organization.
  • Continuous Improvement: Make recommendations for improvements in response to wave implementations.
  • Performance Metrics: Develop and analyze appropriate metrics to determine the success of KCS management practices.
  • ServiceNow Configuration: Configure ServiceNow to support KCS functionality.

3. Knowledge Manager Responsibilities and Key Tasks

  • Knowledge Base Maintenance: Update and maintain the organisation’s knowledge bases.
  • Team Leadership: Lead, coach, and develop cross-functional teams from various departments.
  • Content Development: Identify and create knowledge content needed throughout the organisation.
  • Process Improvement: Assess, review, and modify the knowledge management process and framework to ensure content is readily available to the required audiences.
  • Best Practice Standards: Establish best practices and defined formats for knowledge base content creation and usage.
  • Content Governance: Maintain existing knowledge and identify resources to keep content up to date.
  • Data Analysis: Evaluate knowledge base usage analytics to improve content efficiency.
  • Culture Building: Establish and foster a culture of best practices across the company.

4. Knowledge Manager Roles

  • Knowledge Strategy: Develop processes and strategies to help DCIO retrieve and use its knowledge assets.
  • Knowledge Coordination: Facilitate the coordination and exploitation of organizational knowledge resources to create benefits and competitive advantage.
  • Advisory Consulting: Provide consultation to DCIO leadership on current best practices in knowledge management, portal design, and intellectual capital and content management.
  • Business Analysis: Conduct analysis of DCIO and Air Force cyber-related business processes, interview stakeholders, and evaluate DCIO’s strategic and IT plans.
  • KM Development: Develop Knowledge Management (KM) strategies, processes, and initiatives.
  • Requirements Analysis: Understand DCIO's information requirements.
  • Solution Design: Assist in the design, development, and implementation of Knowledge Management (KM) strategies and solutions.
  • Data Visualization: Provide comprehensive views and supporting data points.

5. Knowledge Manager Tasks

  • Performance Metrics: Balance scorecards and metrics gathered across other task areas of the PWS.
  • Operational Oversight: Be responsible for the status and progress of DCIO in meeting operational and strategic goals outlined in the Information Dominance Flight Plan.
  • Content Management: Import and create documents and multimedia materials.
  • User Analysis: Identify key users and define their roles.
  • Workflow Automation: Implement automated workflow solutions, including coding activities.
  • Content Governance: Assign roles and responsibilities across content categories and types.
  • Workflow Definition: Be accountable for defining workflow tasks.
  • Content Publishing: Publish content to repositories to support access.
  • System Integration: Integrate content into the system, enabling effective search and retrieval.

6. Knowledge Manager Responsibilities

  • Platform Management: Manage the platform for the new Ipsos Encyclopedia.
  • Content Governance: Manage the process for creating, updating, and reviewing definitions written by experts.
  • Editorial Standards: Ensure that definitions are consistent in format and well written.
  • Creative Design: Apply creative and design skills to make content usable and appealing.
  • Quality Management: Maintain ISO9001 certification by ensuring processes are followed and continuously improved.
  • Project Leadership: Lead projects to develop new tranches of content.
  • Program Coordination: Support the broader content programme and ensure alignment with the Encyclopedia programme.
  • Information Architecture: Organise knowledge to make it easily discoverable.
  • Content Distribution: Create new ways to package and distribute content based on the needs of the intended audience.

7. Knowledge Manager Duties

  • Content Governance: Ensure that all documents and content are properly tagged, named, and conform to best practice conventions.
  • Knowledge Maintenance: Keep content up to date and continuously refresh the knowledge base.
  • Performance Reporting: Monitor and report on metrics and KPIs.
  • Search Optimization: Continuously improve the discoverability of Ipsos’ knowledge.
  • Knowledge Sharing: Share knowledge to help colleagues and clients engage effectively.
  • Training Support: Contribute to the development of training and learning materials that support services.
  • Community Management: Moderate and manage conversations in social spaces.
  • Engagement Activation: Find imaginative ways to activate and engage internal teams and communities.
  • Content Promotion: Select and use tools to promote and market content internally and externally.
  • User Support: Run a helpdesk to support users of various services.

8. Knowledge Manager Roles and Details

  • Stakeholder Support: Provide support to divisions and directorates, ensuring their requirements are appropriately implemented as content objects within websites and knowledge databases across the organisation.
  • Content Collaboration: Collaborate with divisions and directorates to ensure knowledge database content is current, relevant, iterative, and non-duplicative.
  • Policy Compliance: Ensure content complies with organisational vision, goals, implementation plans, and approved policies and guidelines.
  • Platform Administration: Develop, configure, and maintain document libraries, enterprise lists, and site collections.
  • SharePoint Implementation: Facilitate organisation-wide SharePoint implementation, including user training and supporting documentation.
  • Requirements Translation: Evaluate customer requirements and translate them into workflows, directory structures, and usable templates to organise project pages and standardise procedures.
  • KM Governance: Execute and comply with policy and programme guidance governing the implementation and management of Knowledge Management initiatives.
  • Stakeholder Coordination: Collaborate with stakeholders to identify, coordinate, and support KM activities aligned with overall organisational goals.
  • Process Improvement: Propose improvements to policies and practices for developing and managing KM systems and tools.
  • Systems Scalability: Ensure scalability and compatibility of KM systems in line with the organisation's long-range enterprise plan.
  • Knowledge Leadership: Serve as the knowledge manager for the agency.

9. Knowledge Manager Accountabilities

  • Information Tools: Work with a wide range of information tools and proprietary databases.
  • Market Research: Provide retail and consumer goods research support to client and consultant teams.
  • Business Analysis: Deliver both rapid solutions and in-depth research to support the business.
  • Team Collaboration: Leverage the Knowledge Management team to deliver joint project solutions.
  • Staff Training: Assist in the education and training of consulting staff on research topics and end-user tools.
  • Knowledge Building: Build and maintain internal databases through continuous research and industry monitoring.
  • Industry Publishing: Conduct industry white book publishing.
  • Knowledge Sharing: Advise on and implement knowledge-sharing activities across teams and organisations.
  • Training Delivery: Train staff in knowledge-sharing techniques.

10. Knowledge Manager Responsibilities and Key Tasks

  • Technical Documentation: Compile technical specifications for new product features by reviewing and mastering technical documents and preparing product requirements for EDI and UI.
  • Product Support: Contribute content to support Product Management, Engineering, and QA during feature development.
  • UX Collaboration: Collaborate with UX, back-end, and front-end teams on mockups and designs for new product features.
  • Stakeholder Engagement: Engage with business partners and advisors to gather research support, compliance requirements, and industry best practices.
  • Issue Resolution: Collaborate with Compliance, Operations, and QA teams to troubleshoot production issues.
  • Certification Support: Assist with software certification efforts.
  • Impact Measurement: Measure the impact of knowledge sharing within the organisation.
  • Knowledge Capture: Establish systems to capture tacit knowledge.
  • Culture Development: Help establish an organisational culture that promotes and supports knowledge sharing.
Relevant Information
What Does A Knowledge Management Specialist Do?