Job Description



Knowledge Management Resource - 3 Years to 5 Years

The Knowledge Manager is responsible for driving value through creating and curating tools that enable users to self-service common issues and questions and interacts closely with Analytics, Service Desk, End User Experience and other ITSM functions to ensure synergy across user facing portfolios.

This role is global, works with cross functional teams and needs to understand the end-to-end service delivery process from both user and resolver perspectives.

The Knowledge Manager interacts with IT functional leads, process owners and subject matter experts to take complex instructions and processes and turn them into simple, clear and creative self-service solutions. This role will also perform analysis pertaining to Knowledge in order to continually improve and update self-service offerings within the business and this role will both create and maintain self-service avenues, drivers and methods within the End User Services space.

Building and maintaining relationships with key stakeholders is fundamental to the success of this role.

This section contains a list of five to eight primary responsibilities of this role that account for 5% or more of the work. The incumbent will perform other duties assigned.

Demonstrate understanding of IT fundamentals, require limited direction, turn complex instruction into simple process documents, possess strong knowledge of the policies, standards and procedures within IT, have strong communication and interpersonal skills.

1) Maintain high quality, up-to-date, relevant and searchable content for audiences of varying skill level using client's standard tools and systems.
2) Identify, drive, create and curate Level 0 / Self-Service opportunities
3) Determine and manage priorities, timelines and schedules to ensure effective and efficient service delivery.
4) Engage and collaborate with key stakeholders to understand their business and to anticipate self-service opportunities and solutions.
5) Evaluate business impact, track the usage and define efficiency of the self-service content, along with opportunities to improve and expand both technical and non-technical knowledge within the business.
6) Focus on continuous improvements within the IT space, coach and mentor teams to ensure effective knowledge excellence and to drive self-service culture.
7) Partner with the business to identify process/quality improvement opportunities .

Qualifications and Skills: Strong communication and interpersonal skills. Excellent English written and verbal skills. Strong sense of business knowledge, activities and goals. Ability to lead, coach, motivate, inspire and influence. Ability to accomplish results through collaboration. Knowledge of the ITIL framework. Ability to think globally and locally. Experience working within a global team. Ability to identify and prioritise business needs. Confident and effective communicator across multiple IT mediums.

3+ Years’ experience working in a multinational IT environment
3+ Years’ experience working with operational streamlining activities
3+ Years’ working within an ITIL framework
3+ Years’ experience creating and curating knowledge management systems
ServiceNow experience
WhatFix experience