Knowledge Specialist

Job title: Knowledge Specialist

Company: Arcadis


Job description: Arcadis is the world’s leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.Role description: As a Knowledge Specialist, you will help improve and implement knowledge management standards, processes, and practices-grounded in KCS methodology-to ensure that critical information is captured, curated, and shared effectively across the organization. You will deliver training to both GSO and Arcadis Tech teams, not only on Knowledge Management principles and best practices-including KCS methodology-but also by addressing ad hoc training needs across the broader Tech organization to support capability building and continuous learning. You will collaborate closely with GSO teams and leadership, applying a solution-focused approach that enhances service delivery, drives continuous improvement, and positions the GSO as a trusted, easy-to-engage partner.Role accountabilities:What You’ll Own: (Core Responsibilities)

• Knowledge Management:

• Improve and maintain comprehensive knowledge base using KCS (Knowledge-Centered Service) principles.
• Ensure that knowledge articles are accurate, relevant, and easily accessible to all team members.
• Promote the use of the knowledge base to improve service delivery and reduce resolution times.
• Conduct regular audits of the knowledge base to ensure compliance with KCS standards.
• Conduct performance measurement not only on the quality of KBAs maintained but also usage and corrections of flagged articles.
• Learning and Development (Training)

• Creating training materials and programs to address specific business objectives for Arcadis Tech
• Working with employees, the human resources teams and management to ensure the achievement of training objectives.
• Monitoring and assessing the effectiveness and success of training programs
• Keeping up to date on the latest training trends, developments and best practices
• Identifying and implementing a wide range of training techniques to improve efficiency and add value.
• Managing employee enrolment for training, schedule training sessions and organizing the resources to facilitate training programs.
• Oversee general administrative duties, such as coordinating enrollment, scheduling class times and locations and sending invitation information to all trainees.
• Create budget and proposals for all costs associated with training and write detailed reports to justify expenditures for reporting to executive management.
• Develop training materials by completing thorough research, analyzing educational vendors and assessing the employment needs of GSO staff.
• Organize a training curriculum that honors company ethics and conduct, is engaging and allows trainees the maximum opportunity to participate.
• Evaluate teaching methods to select the options that will aid in the delivery of concepts without unnecessary distraction, downtime or confusion.
• Contribute to the instruction and presentation of training courses and assess how effectively different methods and materials are at encouraging interaction and participation.
• Prepare training locations by ensuring instructors have all the tools, technical equipment and resources needed to effectively teach a course.
• Continuous Improvement

• Make recommendations on process and policy improvements from reports.
• Create and execute plans to address and resolve inefficient or unproductive practices, processes, and procedures.
• Improve knowledge of products and knowledge of Arcadis Tech performance and functional requirements.
• Help maintain a Continual Improvement Register
• Operational Excellence

• Maintain effective communication with all teams to track the progress of our performance improvement initiative.
• Review performance results and change our performance improvement tactics accordingly.
• Keep up to date on the latest performance improvement theories and integrate relevant literature on the topic.
• Customer Service and Stakeholder Responsibilities

• Take part in and initiate service reviews and participate in shift-left activities for technology lanes across all technology towers with the overall aim of delivering a seamless customer-centric experience for all Arcadis users.
• Ensure that all stakeholders are aware, informed, prepared, and trained about upcoming changes and have visibility about upcoming events on the change roadmap.
• Identify stakeholders impacted by the change and set up a right-sized stakeholder management plan.
• Other Ad Hoc Tasks: You are expected to help and participate to activities and initiatives by Arcadis.

Qualifications & Experience:The ideal candidate should:

• Demonstrates significant collaboration capability to influence stakeholders, develop and manage processes, mitigate risks, and control quality to achieve positive outcomes.
• Demonstrated experience in successfully participating in the design/delivery of changes and/or solutions in a global company with a complex business environment.
• Demonstrate strong numerical ability & comfortable in manipulating/analyzing data with keen eye for detail and high level of accuracy
• Demonstrated flexibility and adaptability in work style to work independently to organize and prioritize demands, handle multiple complex tasks simultaneously, set and meet deadlines, and follow-through within a fast-paced environment with multiple and competing demands and be able to handle sudden changes in priorities
• Has a sound level expertise in relevant professional disciplines, such as:

• Knowledge management and KCS principles
• IT service and support management
• Planning & resource management principles
• Process management
• MS Office and preferably reporting tools like Power BI, BMC Helix
• Strong understanding with SLAs and KPIs

Required Qualifications:

• Has a Bachelors’ Degree in Business, Science, Engineering, Mathematics or IT, with at least 5 years relevant work experience (qualification in Data/Analytics/Statistics or an understanding of project management principles an advantage)
• Minimum of 5 years’ hands on experience with Knowledge Management in a multinational engineering, IT, BPO or professional shared services firm.
• At least 5 years of experience as a Trainer/ Training Lead/ Training Supervisor/ Training Officer or similar role from a Service Desk, IT, Customer Care background.
• Demonstrated experience in successfully participating in the monitoring Performance and Driving Improvement in a global company with a complex business environment.
• Has previous experience working in a Shared Services Center, willing to work on a 24x7shifting schedules including weekends and holidays.
• Has excellent analytical and communication skills (written and oral) including strong negotiation and influencing skills and the ability to establish effective working relationships with a variety of people at different levels.

Preferred Qualifications:

• ITIL, SDA, KCS (Knowledge-Centered Service or PMP for process and project management and other relevant certifications is a plus.
• This position interfaces with multi-disciplined teams working with and delivering from different countries so experience of working with cultural differences is preferred.

Why Arcadis?We can only achieve our goals when everyone is empowered to be their best. We believe everyone’s contribution matters. It’s why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.You’ll do meaningful work, and no matter what role, you’ll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life and the world around you.Together, we can create a lasting legacy.Join Arcadis. Create a Legacy.Our Commitment to Equality, Diversity, Inclusion & BelongingWe want you to be able to bring your best self to work every day, which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people. At Arcadis, you will have the opportunity to build the career that is right for you. Because each Arcadian has their own motivations, their own career goals. And, as a ‘people first’ business, it is why we will take the time to listen, to understand what you want from your time here, and provide the support you need to achieve your ambitions.

Expected salary:

Location: Makati City, Metro Manila

Job date: Wed, 18 Jun 2025 06:19:32 GMT

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