<div itemscope itemtype='http://schema.org/JobPosting'>
<div itemprop='title' style='display:none'>Manager, IT Knowledge Management </div>
<div itemprop='datePosted' style='display:none'>2025-10-01T08:09:42+00:00</div>
<div itemprop='hiringOrganization' itemscope itemtype='http://schema.org/Organization'>
<div itemprop='name' style='display:none'>Equity Bank</div>
<div itemprop='logo' style='display:none'>https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_7833/logo/Equity%20Bank.png</div>
<div itemprop='url' style='display:none'>https://equitygroupholdings.com/ke/</div>
</div>
<div itemprop='employmentType' style='display:none'>FULL_TIME</div>
<div itemprop='jobLocation' itemscope itemtype='http://schema.org/Place'>
<div itemprop='address' itemscope itemtype='http://schema.org/PostalAddress'>
<div itemprop='streetAddress' style='display:none'></div>
<div itemprop='addressLocality' style='display:none'>Kenya</div>
<div itemprop='addressRegion' style='display:none'>Nairobi</div>
<div itemprop='postalCode' style='display:none'>00100</div>
<div itemprop='addressCountry' style='display:none'>Kenya</div>
</div>
</div>
<div itemprop='industry' style='display:none'>Banking</div>
<div itemprop='occupationalCategory' style='display:none'>Computer & IT</div>
<div itemprop='baseSalary' itemscope itemtype='http://schema.org/MonetaryAmount'>
<div itemprop='currency' style='display:none'>KES</div>
<div itemprop='value' itemscope itemtype='http://schema.org/QuantitativeValue' style='display:none'>
<div itemprop='value' style='display:none'></div>
<div itemprop='unitText' style='display:none'>MONTH</div>
</div>
</div>
<div itemprop='validThrough' style='display:none'>2025-10-10T17:00:00+00:00</div>
<div itemprop='jobLocationType' style='display:none'></div>
<div itemprop='applicantLocationRequirements' style='display:none'>Kenya</div>
<div itemprop='workHours' style='display:none'>8</div>
<div itemprop='description' style='display:none'><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job Purpose</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Manager, IT Knowledge Management will lead the design, implementation, and governance of IT knowledge strategies to enhance IT Service Management (ITSM) effectiveness and organizational learning.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This role is critical in ensuring IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, structured, and shared to enable efficiency, reduce waste, and improve service quality.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The incumbent will manage a team responsible for maintaining IT knowledge repositories, driving knowledge-sharing culture, and aligning knowledge management initiatives with enterprise goals and compliance standards<strong><strong>.</strong></strong></span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job Responsibilities / Accountabilities</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop and implement a strategic roadmap for IT Knowledge Management in alignment with ITSM frameworks and organizational objectives.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead the establishment and governance of IT knowledge repositories, ensuring content accuracy, accessibility, and usability.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure IT knowledge supports end-to-end service delivery.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee the integration of knowledge management practices with ITSM tools to streamline support and incident resolution.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Promote adoption of self-service knowledge portals to enhance user experience and reduce support demand.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Monitor knowledge usage, quality, and effectiveness through KPIs, analytics, and feedback loops.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stay abreast of emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendation.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead, mentor, and develop a team of knowledge analysts/administrators to deliver on KM objectives.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Foster a culture of continuous improvement, collaboration, and innovation within IT and across stakeholder groups.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Qualifications</strong></span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><strong>Requirements</strong></strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">University degree in Computer Science, Information Technology, Knowledge Management, or a related discipline.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ years of experience in IT Service Management, Knowledge Management, or ITSM-related leadership roles.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven experience managing enterprise-level knowledgebases or Centers of Excellence.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience integrating knowledge management with ITSM, DevOps, or Agile models.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Skilled in data-driven decision-making, reporting, and knowledge analytics.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent leadership, communication, and change management skills.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with vendor management and enterprise knowledge tools.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with emerging trends such as AI-powered KM, self-service portals, and intelligent search.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Project Management certifications (e.g., PMP, PRINCE2) desirable.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must have ITIL 4 certification.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Essential Knowledge</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent understanding of ITSM tools and platforms.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong knowledge of knowledge management principles, frameworks, and lifecycle.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proficiency in computing principles and MS Office applications.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with AI/automation technologies that support knowledge capture and retrieval.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Key Critical Competencies</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong working knowledge of ITIL Service Management practices (Knowledge Management, Request Fulfillment, Event, Incident, Problem, and Change processes).</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Customer-focused mindset with commitment to deliver value.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical and problem-solving skills with the ability to interpret data and trends.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven ability to manage, mentor, and lead cross-functional teams.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent organizational skills with capability to prioritize workloads and manage multiple projects.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong communication, collaboration, and stakeholder management skills.</span></li>
</ul></div>
<div itemprop='responsibilities' style='display:none'>The Manager, IT Knowledge Management will lead the design, implementation, and governance of IT knowledge strategies to enhance IT Service Management (ITSM) effectiveness and organizational learning.
This role is critical in ensuring IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, structured, and shared to enable efficiency, reduce waste, and improve service quality.
The incumbent will manage a team responsible for maintaining IT knowledge repositories, driving knowledge-sharing culture, and aligning knowledge management initiatives with enterprise goals and compliance standards.
Job Responsibilities / Accountabilities

Develop and implement a strategic roadmap for IT Knowledge Management in alignment with ITSM frameworks and organizational objectives.
Lead the establishment and governance of IT knowledge repositories, ensuring content accuracy, accessibility, and usability.
Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.
Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure IT knowledge supports end-to-end service delivery.
Oversee the integration of knowledge management practices with ITSM tools to streamline support and incident resolution.
Promote adoption of self-service knowledge portals to enhance user experience and reduce support demand.
Monitor knowledge usage, quality, and effectiveness through KPIs, analytics, and feedback loops.
Stay abreast of emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendation.
Lead, mentor, and develop a team of knowledge analysts/administrators to deliver on KM objectives.
Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.
Foster a culture of continuous improvement, collaboration, and innovation within IT and across stakeholder groups.</div>
<div itemprop='skills' style='display:none'>Skilled in data-driven decision-making, reporting, and knowledge analytics.
Excellent leadership, communication, and change management skills.
Experience with vendor management and enterprise knowledge tools.
Familiarity with emerging trends such as AI-powered KM, self-service portals, and intelligent search.
Project Management certifications (e.g., PMP, PRINCE2) desirable.
Must have ITIL 4 certification.
Essential Knowledge

Excellent understanding of ITSM tools and platforms.
Strong knowledge of knowledge management principles, frameworks, and lifecycle.
Proficiency in computing principles and MS Office applications.
Familiarity with AI/automation technologies that support knowledge capture and retrieval.
Key Critical Competencies

Strong working knowledge of ITIL Service Management practices (Knowledge Management, Request Fulfillment, Event, Incident, Problem, and Change processes).
Customer-focused mindset with commitment to deliver value.
Strong analytical and problem-solving skills with the ability to interpret data and trends.
Proven ability to manage, mentor, and lead cross-functional teams.
Excellent organizational skills with capability to prioritize workloads and manage multiple projects.
Strong communication, collaboration, and stakeholder management skills.</div>
<div itemprop='qualifications' style='display:none'>University degree in Computer Science, Information Technology, Knowledge Management, or a related discipline.
5+ years of experience in IT Service Management, Knowledge Management, or ITSM-related leadership roles.
Proven experience managing enterprise-level knowledgebases or Centers of Excellence.
Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).
Experience integrating knowledge management with ITSM, DevOps, or Agile models.</div>
<div itemprop='educationRequirements' itemscope itemtype='http://schema.org/EducationalOccupationalCredential' style='display:none'>
<div itemprop='credentialCategory' style='display:none'>bachelor degree</div>
</div>
<div itemprop='experienceRequirements' itemscope itemtype='http://schema.org/OccupationalExperienceRequirements' style='display:none'>
<div itemprop='monthsOfExperience' style='display:none'>12</div>
</div>
<div itemprop='identifier' style='display:none'>JOB-68dce1c6bdb5e</div>
</div>


<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Vacancy title:</strong><br />Manager, IT Knowledge Management </p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 8pt; color: #808080;'>[Type: FULL_TIME, Industry: Banking, Category: Computer & IT]</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Jobs at:</strong><br />Equity Bank</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Deadline of this Job:</strong><br />Friday, October 10 2025</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Duty Station:</strong><br />Kenya | Nairobi | Kenya</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Summary</strong><br />Date Posted: Wednesday, October 1 2025, Base Salary: Not Disclosed</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'>
<a href='https://www.greatkenyanjobs.com/job-categories/newest-jobs/category-computer-it-jobs-in-kenya-13'>Similar Jobs in Kenya</a><br />
<a href='https://www.greatkenyanjobs.com/employers/company-detail/company-Equity-Bank-7833/nav-42'>Learn more about Equity Bank</a><br />
<a href='https://www.greatkenyanjobs.com/employers/newest-jobs/company-Equity-Bank-7833'>Equity Bank jobs in Kenya</a>
</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>JOB DETAILS:</strong><br /><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job Purpose</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The Manager, IT Knowledge Management will lead the design, implementation, and governance of IT knowledge strategies to enhance IT Service Management (ITSM) effectiveness and organizational learning.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">This role is critical in ensuring IT knowledge assets—including documentation, playbooks, incident resolutions, and lessons learned—are systematically captured, structured, and shared to enable efficiency, reduce waste, and improve service quality.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">The incumbent will manage a team responsible for maintaining IT knowledge repositories, driving knowledge-sharing culture, and aligning knowledge management initiatives with enterprise goals and compliance standards<strong><strong>.</strong></strong></span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Job Responsibilities / Accountabilities</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Develop and implement a strategic roadmap for IT Knowledge Management in alignment with ITSM frameworks and organizational objectives.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead the establishment and governance of IT knowledge repositories, ensuring content accuracy, accessibility, and usability.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Define standards, processes, and best practices for knowledge capture, curation, and dissemination across IT teams.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate with IT Operations, Service Management, DevOps, and business stakeholders to ensure IT knowledge supports end-to-end service delivery.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Oversee the integration of knowledge management practices with ITSM tools to streamline support and incident resolution.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Promote adoption of self-service knowledge portals to enhance user experience and reduce support demand.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Monitor knowledge usage, quality, and effectiveness through KPIs, analytics, and feedback loops.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Stay abreast of emerging technologies such as AI-driven knowledge management, chatbots, and machine learning for knowledge search and recommendation.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead, mentor, and develop a team of knowledge analysts/administrators to deliver on KM objectives.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure compliance with IT governance, security, and regulatory standards in all knowledge management activities.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Foster a culture of continuous improvement, collaboration, and innovation within IT and across stakeholder groups.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Qualifications</strong></span></p>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><strong>Requirements</strong></strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">University degree in Computer Science, Information Technology, Knowledge Management, or a related discipline.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ years of experience in IT Service Management, Knowledge Management, or ITSM-related leadership roles.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven experience managing enterprise-level knowledgebases or Centers of Excellence.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and collaboration platforms (Confluence, SharePoint, Jira).</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience integrating knowledge management with ITSM, DevOps, or Agile models.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Skilled in data-driven decision-making, reporting, and knowledge analytics.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent leadership, communication, and change management skills.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with vendor management and enterprise knowledge tools.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with emerging trends such as AI-powered KM, self-service portals, and intelligent search.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Project Management certifications (e.g., PMP, PRINCE2) desirable.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must have ITIL 4 certification.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Essential Knowledge</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent understanding of ITSM tools and platforms.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong knowledge of knowledge management principles, frameworks, and lifecycle.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proficiency in computing principles and MS Office applications.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Familiarity with AI/automation technologies that support knowledge capture and retrieval.</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Key Critical Competencies</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong working knowledge of ITIL Service Management practices (Knowledge Management, Request Fulfillment, Event, Incident, Problem, and Change processes).</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Customer-focused mindset with commitment to deliver value.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong analytical and problem-solving skills with the ability to interpret data and trends.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven ability to manage, mentor, and lead cross-functional teams.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Excellent organizational skills with capability to prioritize workloads and manage multiple projects.</span></li>
<li><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong communication, collaboration, and stakeholder management skills.</span></li>
</ul></p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'>Work Hours: 8</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'>Experience in Months: 12</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'>Level of Education: bachelor degree</p>
<p style='font-family: arial, helvetica, sans-serif; font-size: 12pt;'><strong>Job application procedure</strong><br /><p><span style="font-size: 12pt;">interested applicant please, Click here to apply</span></p></p>
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