Knowledge Manager

ABOUT US:
 
As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. 
 
With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 
 
Find out more about life at Alter Domus at careers.alterdomus.com  
 

Your role:
 


Own and mature the Knowledge Management capability across IT operations to ensure accurate, usable, and audit‑ready knowledge that improves service quality, reduces resolution time, and enables scalable BAU operations. 


 
Your responsibilities:
 




Establish and enforce a Knowledge Management framework aligned to ITIL practices 






Define KM policies, standards, workflows, and ownership model 






Ensure KM processes are audit‑safe, documented, and consistently followed 






Own the end‑to‑end knowledge lifecycle: creation, review, approval, publishing, maintenance, retirement 






Define quality standards for knowledge articles (structure, accuracy, usability) 






Ensure knowledge is current, relevant, and accessible to support teams 






Embed KM into incident, request, and problem management workflows 






Drive knowledge reuse to reduce MTTR, repeat incidents, and escalations 






Partner with Service Desk, L2/L3 teams, and SMEs to capture operational knowledge 






Define and track KM KPIs (reuse rate, article quality score, freshness, coverage) 






Provide regular KM performance reports and insights to leadership 






Identify gaps and drive continuous improvement actions 






Own KM tools/platforms (e.g., ITSM knowledge base, portals) 






Ensure proper taxonomy, search optimization, and categorization 






Drive user adoption through training, guidelines, and communication 








Identify knowledge gaps from incidents and escalations. 






Support problem management by ensuring root causes and fixes are documented 




 


Key Deliverables 




Knowledge Management policy and operating model 






Standardized knowledge article templates and guidelines 






KM dashboards and performance reports 






Audit‑ready knowledge repository 






Continuous improvement backlog for KM 




 
Your requirements:
 




6+ years in IT Service Management / Knowledge Management (enterprise environment) 






Strong understanding of ITIL practices (Incident, Problem, Knowledge Management) 






Experience with ITSM tools (ServiceNow, Jira or equivalent) 






Strong stakeholder management and cross‑team influence 






Ability to translate technical knowledge into clear, consumable documentation 






Strong written and verbal communication skills, including the ability to create clear, concise, and audit‑ready documentation and reports 




 
Desired Attributes 




Process‑driven and detail‑oriented 






Strong governance mindset 






Comfortable working in BAU, steady-state operations 








Experience operating in audit and compliance‑sensitive environments 






Willingness to work in rotational shifts 












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WHAT WE OFFER
 
We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 
 
Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning. 
 
Our global benefits also include:

Support for professional accreditations such as ACCA and study leave 
Flexible arrangements, generous holidays, plus an additional day off for your birthday!
Continuous mentoring along your career progression 
Active sports, events and social committees across our offices 
24/7 support available from our Employee Assistance Program 
The opportunity to invest in our growth and success through our Employee Share Plan 
Plus additional local benefits depending on your location 

 
Equity in every sense of the word:
We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong. 
 
We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.
 
We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. 
 
(Alter Domus Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)
 
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