Service Desk Knowledge Management Associate with German
NTT DATA Services
Cluj-Napoca, CJ, RO
6 zile în urmă


The SD Knowledge Management Associate is in charge of day to day administrative management of the Knowledge Base where knowledge will be loaded and maintained for use by support analysts within the Service Desk function.

The role is supporting account transition and / or steady state support for large enterprise cleint serviced by Global Service Desk.

This is a key role in ensuring the operational knowledge and goals of the Global End User and Client Delivery Services Team are achieved and exceeded.

Role Responsibilities

  • Working with the client and / or dedicated project team to identify needs relating to Knowledge Content
  • Working with the client to obtain information and to review and approve the content
  • Creating / Writing accurate and effective Knowledge Articles to enable support for the account, and loading them to the defined Knowledge Base (KB)
  • Working with corporate KB team to create / establish dedicated client site and ensure agent access is established / granted
  • Reporting on progress, issues, and risks to project leader during planning, implementation, stabilization and / or steady state phases
  • Providing consistent and timely reporting and information to customer, operations, training, quality, and SIM teams
  • Driving Knowledge Base utilization and closing identified knowledge gaps
  • Ensuring ensure agent understanding of the Knowledge Base roles, structure, and navigation
  • Working with the training team to optimize training contents related to KB content
  • Building a dedicated queue within the existing Knowledge Base (KB) for any new client or specific product
  • Ensuring agent access to the dedicated queue within the existing KB
  • Providing ongoing administrative support and maintenance for the Knowledge Base
  • Key Skills

  • Excellent verbal and written communication skills
  • Advanced Technical Writing or Curriculum Development for technical course skills (ability to design and document work processes)
  • Excellent Knowledge Management skills
  • Strong interpersonal skills, including listening skills, and ability to consult with / work with operations managers, PMO, Client employees, IT support teams and other stakeholders
  • Strong evaluation skills
  • Strong Project Management skills
  • Strong knowledge of Technical Service Desk function
  • Knowledge of common ITSM Tools like ServiceNow, BMC, Remedy etc is an advantage
  • Knowledge and working experience on knowledge base management tools, KCS methodologies etc.
  • Certifications - ITIL, Knowledge Management or Project management related certifications are an advantage
  • Ability to multi-task in a dynamic environment;
  • Curiosity & focus on developing;
  • Fluency in German language
  • Good Command of English is a plus
  • Benefits

    The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people.

    The role will be part of the Romanian SD Management Board together with a group of dynamical, passionate & high level professionals in the field.

    Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

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