Knowledge Management Specialist/Trainer (Service Desk)

About the role

Tech Mahindra Philippines is looking for a Knowledge Management Specialist/Trainer to support its Service Desk operations. You will design, deliver, and continuously improve training programs while managing the knowledge base to ensure high‑quality support for customers.

Key responsibilities

• Conduct pre‑process and process training for new hires and manage training batches.
• Evaluate trainee performance through competency‑based assessments and provide coaching.
• Document training reports, trackers, and maintain regular performance reporting.
• Perform Training Needs Analysis (TNA) and deliver recursive training based on operational and quality inputs.
• Collaborate with operations and quality teams to align training programs with business requirements.
• Conduct audits to measure training effectiveness and recommend improvements.
• Design, enhance, and maintain training modules and curriculum.
• Develop, maintain, and govern the Knowledge Management strategy aligned with ITIL standards.
• Create, edit, publish, and maintain knowledge articles, FAQs, SOPs, and troubleshooting guides.
• Monitor knowledge base usage, relevance, and article effectiveness.
• Administer KM tools such as ServiceNow, Jira, and Confluence.

Required profile

• Strong training and facilitation skills, especially for new‑hire onboarding.
• Experience evaluating performance with competency‑based assessments.
• Proven ability to manage training batches and adhere to process guidelines.
• Coaching and mentoring capabilities to close performance gaps.
• Experience conducting Training Needs Analysis and delivering targeted training.
• Ability to collaborate with operations, quality, and other cross‑functional teams.

Required skills

• ServiceNow
• Jira
• Confluence
• ITIL framework

What we offer

• Clear career progression and promotion opportunities.
• Continuous learning through trainings and certifications.
• Inclusive, people‑first workplace culture.
• Health coverage, HMO benefits, and leave credits.
• Referral rewards program.