Overview
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.
