A Knowledge Manager is the person who makes sure valuable information is captured, stored and accessible across the organization. This article looks at the responsibilities, challenges and job market for Knowledge Managers, and how they work within an ITIL (Information Technology Infrastructure Library) framework, and what their role is in creating a knowledge based business.
What is a Knowledge Manager?
A Knowledge Manager is a dedicated person who is responsible for the organization, storage and distribution of corporate knowledge within an organization. Their main goal is to ensure information flows between departments and all employees have access to the knowledge they need, so productivity in the workplace and the success of the business is increased.
Responsibilities of a Knowledge Manager
Capturing and Organizing Knowledge
One of the main responsibilities of a Knowledge Manager is to develop processes to capture tacit knowledge from experienced employees and convert it into explicit, shareable information. This means:
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Developing Processes: Creating ways to systematically capture knowledge from employees.
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Centralised Knowledge Base: Organising content using taxonomies and metadata so it can be easily found.
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Reviewing and Updating Knowledge Articles: Updating content regularly to keep it up to date and relevant.
See our article on Knowledge Management Process for detailed insights on how to establish effective knowledge management systems.
Fostering a Knowledge-Sharing Culture
A collaborative environment is key. A Knowledge Manager must:
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Encourage Collaboration: Create a culture where employees are encouraged to share their expertise.
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Training and Support: Give employees the skills to use the knowledge management system effectively.
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Identify Subject Matter Experts: Run knowledge sharing activities, such as peer learning sessions.
Unlocking the Main Elements of the Knowledge Centered Service, With Lana Kosnik
Knowledge Manager in an ITIL Environment
In an ITIL world the role of a Knowledge Manager becomes even more important. ITIL, the widely adopted framework for IT service management, puts a big emphasis on knowledge management for delivering high quality IT services. Here’s how a Knowledge Manager fits into the ITIL framework:
Supporting Service Management Processes
Knowledge Management in ITIL supports several service management processes by making sure the right information is available to the right people at the right time. This includes:
- Incident Management: Providing solutions to known issues, reducing resolution times.
- Problem Management: Storing and sharing information about known errors and workarounds.
- Change Management: Ensuring that all stakeholders are informed about changes and their potential impacts.
Improving Knowledge Management Processes
The knowledge management program must be continuously improved. This means:
- User Engagement and Feedback: Using analytics to refine and enhance the system.
- IT Collaboration: Integrating the knowledge base with other business tools and systems.
- Change Management: Helping employees adapt to new knowledge management practices.
Knowledge Centered Support (KCS): Definition, Process, and Best Practices
Challenges Faced by Knowledge Managers
Controlling Information Flow and Accessibility
Onboarding an entire organization to a new knowledge management system is a gradual process. Knowledge Managers must determine the right level of file access and permissions to keep information secure while keeping it easy to access.
Providing Support
All employees, including new starters, must receive training and coaching on the knowledge management tools and processes. Ongoing support is key to a successful knowledge management system.
Capturing Tacit Knowledge
Identifying and documenting the "know-how" and expertise of individual employees can be a tough task. Knowledge Managers must find ways to capture this valuable information without disrupting business as usual.
The Job Market for Knowledge Managers
The knowledge management industry is growing, with increasing demand for Knowledge Managers as organisations realise the strategic value of their knowledge assets. According to the U.S. Bureau of Labor Statistics, computer and information technology occupations are projected to grow much faster than the average for all occupations from 2022 to 2032, with knowledge management being one of the fastest growing areas (BLS Gov) (BLS Gov).
Employers look for Knowledge Managers with a combination of content management, interpersonal and analytical skills and a bachelor’s degree in a related field such as information management or library science. Certifications from the Knowledge Management Institute can be helpful for aspiring Knowledge Managers.
Summary
Knowledge Managers are key to modern business by making sure valuable information is captured, stored and accessible. As the need for knowledge management grows the role of the Knowledge Manager will be even more important. Invest in knowledge management and develop your Knowledge Managers and you’ll see big business benefits.
