Job Purpose:
The Knowledge Manager is responsible for building, governing, and operationalizing a modern knowledge ecosystem that enables coworker self‑service, accelerates issue resolution, and drives automation and AI adoption across IT. This role owns the end‑to‑end lifecycle of knowledge—from creation and curation to consumption and continuous improvement—ensuring content is actionable, accurate, and optimized for both human and AI‑driven experiences. This role partners closely with Service Desk, Engineering, Automation, and Product teams to shift work left, reduce manual effort, and improve coworker experience through intelligent documentation, automation enablement, and AI‑assisted support.
Responsibilities:
- Knowledge creation/curation for top drivers (turning repeat issues into high-quality self‑service + internal KB) partnering with Service Desk, Engineering teams, and IT operations.
- Automation & AI enablement (structuring content for agent assist/virtual agents, partnering with Automation/AI, ITSM platform teams, “automation-ready” formats)
- Governance & standards (taxonomy, templates, review/approval, lifecycle, QA)
- Operational integration & shift-left (embedding KM in incident/request/problem workflows; coaching contributors and driving adoption)
- Analytics & reporting (KPIs, insights, prioritization, quarterly trend reviews)
Knowledge, Skills and Experience:
- >5 to 8 Years of relevant work experience
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, Technical Communication, or a related field (or equivalent practical experience) required.
- ITIL Foundation - Not required
- KCS (Knowledge-Centered Service) certification- Not required
- Able to execute instructions and to request clarification when needed.
- Able to use common office equipment.
- Possesses basic data entry skills.
- Possesses strong data entry skills.
- Able to perform basic mathematical calculations.
- Able to demonstrate complex problem solving, critical thinking, and decision-making.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and other local / regional language.
- Able to create and conduct formal presentations.
- Able to interact effectively with high levels of management (managers & above.)
- Understand, communicate, and collaborate effectively with people across various identities.
- Able to negotiate skillfully and promote/sell ideas persuasively.
- Able to adjust readily to change and adapt as needed.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information.
- Able to effectively multi-task.
- Able to collaborate and build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to use relevant computer systems and applications at an advanced level.
- Able to quickly learn/adapt to new systems and technology.
At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
What’s In It For You?
- Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
- Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don’t meet every single requirement? Apply anyway.
At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
