Knowledge Manager

The Knowledge Manager will own the design, development, and ongoing governance of the organization's knowledge management strategy. This role ensures that processes, documentation, SOPs, playbooks, and tribal knowledge are systematically captured, maintained, and made accessible to internal teams.

The Knowledge Manager will partner closely with service desk, NOC, engineering, compliance, and leadership teams to enable faster incident resolution, reduce repeat errors, and improve onboarding and training.

Responsibilities
Knowledge Management & Documentation

• Develop, implement, and govern the Knowledge Management Framework (KMF) for Managed Services.
• Establish documentation standards for SOPs, runbooks, checklists, escalation paths, RCA templates, and service improvement initiatives.
• Audit and maintain documentation quality across ConnectWise, Liongard, SharePoint, and other platforms.
• Reduce knowledge silos by converting subject matter expertise into structured, reusable assets.

Collaboration & Stakeholder Engagement

• Partner with service desk/NOC leads to capture troubleshooting workflows, escalation guides, and preventive care procedures.
• Work with compliance and security teams to align documentation with HIPAA, SOC2, and regulatory requirements.
• Facilitate workshops with SMEs to document and publish critical workflows and recurring fixes.

Project Implementation & Client Onboarding

• Act as the knowledge/documentation lead during client onboarding and major project implementations.
• Collaborate with project managers, engineers, and service delivery leads to capture configurations, network diagrams, application dependencies, and vendor contacts.
• Ensure as-built documentation (network maps, device inventories, licensing, backup setups, patch schedules) is completed prior to client cutover.
• Validate that support SOPs and escalation matrices are in place before transition to Managed Services.
• Perform a documentation readiness review as part of go-live checklists to ensure Managed Services has all required knowledge to support the environment from Day 1.
• Maintain an Onboarding Knowledge Checklist to ensure consistency across all new clients.
• Identify documentation gaps during post-implementation reviews and create a plan for closure.

Continuous Improvement

• Define and track knowledge KPIs (knowledge reuse, deflection rates, documentation accuracy, etc.).
• Conduct regular content reviews to retire outdated material and fill identified knowledge gaps.
• Support new tool rollouts (RMM, backup, patch management) by ensuring training and documentation readiness.
• Provide input into automation opportunities (self-service portals, chatbots, AI-assisted resolution).

Training & Enablement

• Build knowledge onboarding kits for new hires in service desk and engineering.
• Deliver periodic knowledge-sharing sessions (lunch-and-learns, micro-trainings, updates).
• Promote a culture of documentation-first across the organization.

EDUCATION & EXPERTISE
Required

• 5+ years of experience in Knowledge Management, IT Service Management (ITSM), or Managed Services
• Strong understanding of ITIL practices and MSP operational models (RMM, patching, backup, service desk)
• Proficiency with tools like ConnectWise Manage/Automate, Liongard, SharePoint, Confluence, and IT Glue
• Excellent writing, editing, and communication skills
• Strong project management and organizational skills

Preferred

• ITIL v4 Foundation or Knowledge Management certification
• Experience with AI/automation platforms , chatbots, self-service portals)
• Exposure to compliance frameworks (HIPAA, SOC2, ISO27001)

Core Competencies

• Detail-Oriented – Ability to capture complex technical knowledge accurately.
• Collaboration – Skilled at working with technical and non-technical stakeholders.
• Continuous Improvement Mindset – Identifies process/documentation gaps and proactively addresses them.
• Knowledge Advocate – Promotes best practices and drives adoption across teams.
• Change Management – Comfortable leading initiatives that require behavior and cultural shifts.

WHY ANATOMY IT?
Anatomy IT embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. We believe in putting our customers first, empowering our people to drive growth, being technologically innovative, simplifying the complex, delivering results with excellence, and welcoming and embracing diversity, equity, and inclusion.

The Company
Anatomy IT helps healthcare providers deliver exceptional patient care through technology and cybersecurity solutions. With 30+ years of experience, we understand healthcare organizations' unique risks, opportunities, and challenges. Anatomy IT is one of the largest and fastest-growing healthcare IT companies, partnering with over 19,000 providers and healthcare staff nationwide, including ASCs, physician groups and hospitals.

EQUAL OPPORTUNITY EMPLOYER
We are proud to be an equal opportunity employer – and celebrate our employees' differences regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be a comprehensive list of all responsibilities, and skills required of employees.