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What does a knowledge manager do?

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Knowledge management is the process of creating, sharing, and using the collective information and expertise of an organization. A knowledge manager is a professional who oversees this process and ensures that the right knowledge is available to the right people at the right time. In this article, you will learn what a knowledge manager does, what skills and qualifications they need, and what benefits they bring to an IT service organization.

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Hamed Koochakpour

Knowledge Management Consultant at MTA CO & Business Analysis
Johannes Müller

Knowledge Management & Digital Collaboration @ Siemens
Elham Zarabadipour

Senior Marketing

1 Roles and responsibilities

A knowledge manager has a variety of roles and responsibilities depending on the size, structure, and goals of the organization. These can range from developing and implementing a knowledge management strategy that aligns with the organization's vision to evaluating and improving the quality, relevance, and usability of knowledge content. Additionally, they are responsible for identifying and documenting key knowledge assets, creating and maintaining a knowledge repository or database, promoting and facilitating the sharing and collaboration of knowledge, providing training and support to staff on how to use knowledge management tools and systems, and measuring and reporting the impact of knowledge management activities on the organization's performance.

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Hamed Koochakpour

Knowledge Management Consultant at MTA CO & Business Analysis
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The most important task for a knowledge manager is preparing strategies. These strategies should be in all aspects. Strategy for introducing KM, for engagement, for motivation and ... . The manager should control the process and don't do details.

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Johannes Müller

Knowledge Management & Digital Collaboration @ Siemens
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In addition to strategic and administrative tasks, I also see my role as a facilitator, trainer, community moderator and "motivator". In this context, I address employees, motivate them, support them in sharing knowledge effectively and take their concerns seriously. Communication, promotion and (at least temporary) incentivization or Knowledge Management as well as appreciation of diligent authors issues are among my tasks.

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Elham Zarabadipour

Senior Marketing
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A knowledge manager should facilitate knowledge sharing and collaboration and promotes best practices in knowledge management to enhance organizational efficiency and innovation. In addition he/she deploys and maintains tools and technologies for capturing, storing, and retrieving knowledge throughout the organization.

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Ahmad El-omar

Connectivity Expert
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A knowledge manager is responsible for effectively capturing, organizing, and sharing knowledge within an organization. They implement strategies and systems to promote collaboration and ensure valuable information is accessible to employees. By facilitating training programs and analyzing knowledge usage, they improve organizational efficiency and foster a culture of learning and innovation.

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Muhammad Ali Mehmood

Productivity Support | Service Delivery | Business Project Manager SAP | ERP Team lead | Application Manager - SAP Certified in SAP FICO
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A Knowledge Manager is responsible for managing the company’s knowledge base, making sure it’s accessible and properly disseminated throughout the organization. They promote a culture of sharing knowledge and teamwork, ensuring that pertinent information is delivered to the appropriate individuals for business operations. They also oversee the acquisition of new knowledge through a knowledge management system and track progress and learning processes using various indicators. Fundamentally, they are crucial in establishing a cooperative environment and making sure that stakeholders have access to the resources they need.

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2 Skills and qualifications

A knowledge manager needs to possess a combination of technical, interpersonal, and managerial skills to succeed in their role. This includes a bachelor's degree or higher in information science, computer science, business administration, or a related field. It is also beneficial to have a certification or accreditation in knowledge management such as CKM (Certified Knowledge Manager), KMP (Knowledge Management Professional), or CKS (Certified Knowledge Specialist). Experience in the design, development, and management of knowledge management systems and platforms such as SharePoint, Confluence, and ServiceNow is essential. Knowledge managers must also be proficient in various software applications and tools for creating, editing, and organizing knowledge content such as Microsoft Office, Adobe Acrobat, or WordPress. Additionally, they should have an understanding of the IT service industry, its standards, processes, and challenges. Effective communication, presentation, and facilitation skills are required to convey and exchange knowledge effectively. Furthermore, strong analytical, problem-solving, and decision-making skills are necessary to identify and address knowledge gaps and issues. The ability to work independently as well as collaboratively with different stakeholders and teams across the organization is essential. Lastly, having a passion for learning and innovation along with a willingness to adapt to changing needs and technologies is important.

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Rachel Gathagu

Certified Knowledge Manager, Learning & Development Specialist, Certified Career Analyst and Life & Career Coach
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I have found it helpful for the knowledge manager to have a thorough understanding of the business, its goals and mission. This will help to design KM projects that will solve the organisations challenges and improve on innovation, cost effective. People and soft skills will also help the person in driving change projects that will require working with diverse groups of people.

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3 Benefits of knowledge management

Knowledge management can bring many benefits to an IT service organization, such as improving efficiency and productivity by reducing the time spent on searching and retrieving knowledge, as well as enhancing the quality and consistency of service delivery. It can also increase customer satisfaction and loyalty by meeting their expectations and solving their problems faster. Furthermore, it can reduce risks and costs of errors, mistakes, and rework by capturing and sharing lessons learned. Additionally, it can foster a culture of learning and innovation by encouraging staff to share ideas and feedback. Ultimately, it can give the organization a competitive advantage and reputation by demonstrating its expertise and value to customers and partners.

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4 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What does a knowledge manager do?

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1 Roles and responsibilities

2 Skills and qualifications

3 Benefits of knowledge management

4 Here’s what else to consider

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