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
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:
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/)
#LI-HYBRID
Enabling your growth in alternative investments through end-to-end expertise and technology.
Driven by a deep understanding of what it takes to succeed in the alternatives market, Alter Domus have developed an unmatched offering to meet and anticipate the ever-changing needs of investment managers and asset owners worldwide. Everything we do is sharply focused on mitigating risks, reducing costs, creating efficiencies, and ultimately driving growth.
It starts with the expertise of our people; experienced in every aspect of alternative investments, across multiple geographies and jurisdictions, we know first-hand the technical complexities and operational challenges you face and importantly how to overcome them to drive growth.
And when it comes to technology, whether we’re enabling operational efficiencies, providing intuitive platforms to manage products, or offering the latest data and analytics solutions to enhance decision-making, we turn what some see as facts, figures, or data points into competitive advantage for some of the biggest names in alternatives.
