Knowledge Base and AI Enablement Specialist - Manila, Philippines

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Knowledge Base & AI Enablement Specialist for our Transcom Pasig site.

Join our Transcom Family as a Knowledge Base & AI Enablement Specialist!

The GPS Knowledge & AI Enablement Specialist owns GPS's Knowledge Base, Tier 0 self-service, and AI/chatbot-enabled helpdesk experience - and drives the modernization of how GPS's helpdesk platforms work. This is the primary mandate of the role: building a knowledge architecture and AI-grounded self-service layer that measurably reduces Tier 1 escalations across the Philippines, APAC, EMEA, and the Americas. Where capacity allows, the role also provides light-touch support to GPS's internal communications function - drafting, formatting, organizing, and sending HR/GPS announcements.

Essential Duties & Responsibilities:

Knowledge Base, Tier 0 & AI Modernization

Primary Focus (~75%)

• Own end-to-end Knowledge Base strategy and governance: information architecture, taxonomy and metadata standards, content templates, ownership model, and a defined review/refresh cadence - not just individual articles.
• Administer GPS's platforms - the Portal, Knowledge Base, and Correspondence Management system - keeping the overall framework maintained, updated, and aligned globally.
• Create, structure, and organize employee- and people manager-related content (e.g., FAQs, guides, SOPs) so the Knowledge Base stays easy to navigate and consistent with company policy.
• Build and maintain Tier 0 self-service content (FAQs, guides, SOPs) for employees and people managers, prioritized by ticket-volume and escalation data rather than ad hoc requests.
• Convert resolved Tier 1 tickets into new or updated Knowledge Base articles on a regular cadence, closing the loop between support and content (a standard KM practice for reducing repeat tickets).
• Own and continuously tune the AI Chatbot / virtual agent: ground its responses in vetted Knowledge Base content, refine intent mapping, run content-gap analysis, and work with IT/vendor teams to improve response accuracy.
• Own self-service analytics and reporting - track deflection rate, AI containment rate, re-contact/reopen rate, ticket volume trends, and CSAT - and translate the data into a prioritized content and automation roadmap.
• Partner with GPS process owners (Benefits, Payroll, Clinic/Total Rewards, etc.) as subject-matter gatekeepers so published content stays policy-accurate and current.

Communications

Secondary Focus (~25%, capacity-permitting)

• Draft, format, and organize internal HR/GPS communications and announcements from approved content and templates.
• Coordinate the scheduling and sending of comms through GPS's established channels (Portal, email, etc.).
• Maintain a simple communications calendar/tracker so nothing slips.

Quality

• Takes ownership of productivity, quality, and resolution goals.
• Reflects on own performance and pursues self-development.
• Recommends process improvements to sustain quality standards.
• Meets performance targets and completes required training and assessments.
• Maintains schedule adherence and professional conduct with colleagues and management.

What we are looking for:

To be successful in this role you must…

Educational Background

• At least college level (undergraduate units in any field); studies in Human Resources, Information Technology, Business Administration or a related field is a plus.

Work Experience

• At least 1 year of experience in knowledge management, IT/HR service desk support, or self-service/content administration within a multinational organization, shared-services, or BPO environment. Prior exposure to AI chatbot or virtual-agent tooling is a strong plus.

Skills Requirements

• Hands-on experience or familiarity administering Knowledge Base systems (e.g., ServiceNow, Confluence, SharePoint) and Correspondence Management systems.
• Practical AI fluency: prompt/response tuning, intent mapping, and content grounding for chatbot/virtual-agent platforms, with the ability to read AI performance data and turn it into content fixes.
• Highly organized and detail-oriented, able to work autonomously in a fast-paced environment with shifting priorities. • Analytical, with strong integrity, maturity, and a proactive approach to problem-solving and improving the employee experience
• Advanced skills in productivity tools for data analysis, documentation, and presentations (e.g., Google Suites, MS Office etc.).
• Strong written communication skills, with the ability to draft clear, policy-accurate content and simple internal announcements.
• Basic-to-intermediate graphic/comms production skills (e.g., Canva) sufficient for the secondary communications support function - not full video production.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are providing these employee benefits, which you'll be able to utilize once you join our team!

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

What Life at Transcom is like!

At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.