Knowledge Manager / QA - Senior

As a Senior Knowledge Manager / QA, you will own knowledge management and quality assurance support for an enterprise Office Collaboration service environment. You will help ensure that operational knowledge is accurate, accessible, and continuously improved while supporting ticket-handling quality, reporting discipline, and service delivery consistency.

What You'll Do and How You'll Succeed

• Maintain and improve the knowledge base for Office Collaboration operations, including procedures, known-error records, troubleshooting guides, and escalation paths.

• Capture knowledge from system administrators, NOC engineers, infrastructure engineers, database administrators, and service delivery teams.

• Review, organise, and standardise knowledge articles to ensure accuracy, usability, and alignment with operational processes.

• Support ticket-handling quality assurance by reviewing incident records, service request documentation, categorisation, escalation notes, and closure quality.

• Help ensure operational teams follow agreed processes for documentation, ticket updates, SLA reporting, and service review inputs.

• Contribute to service reports, quality dashboards, and improvement recommendations based on recurring gaps or audit findings.

• Work with technical teams to convert repeated incidents and resolutions into reusable knowledge articles.

• Support continuous improvement by identifying process gaps, documentation issues, and opportunities to improve service quality.

• Ensure knowledge management practices support faster resolution, better onboarding of support resources, and consistent service delivery.

We'd Love to Hear From You If...

Experience

• You have senior-level experience in knowledge management, service quality, QA, IT operations support, or IT service management.

• You have worked with technical teams to build, maintain, or govern operational documentation.

• You have experience reviewing service tickets, process adherence, or support quality in a managed services environment.

Technical Expertise

• You understand IT service management processes, including incident, request, change, problem, and knowledge management.

• You are familiar with knowledge bases, ticketing systems, service reports, QA checklists, and operational documentation standards.

• You can translate technical inputs into clear, structured, and usable support documentation.

Ways of Working

• You are precise, organised, and strong in written communication.

• You can challenge gaps constructively while helping teams improve.

• You are collaborative, quality-focused, and committed to making knowledge easier for teams to use in real operations.

Assignment Details

• Contract Duration: 5 years