Job Summary

KM Knowledge manager

Key Responsibilities: 

• Take the ownership to oversee the day to day operations relating to Knowledge Management
• Provide guidance to internal and external Service Providers in fulfilling their Knowledge Management roles and responsibilities.
• Enforcing the use of Knowledgebase among all service providers
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Develop standard formats for knowledge submissions and socialize them with all service providers
• Analyze new knowledge submissions and work with the submitter of the knowledge to identify search parameters, product and operational categorizations that should enable easy relationship establishment between suggest knowledgebase items with any new Incidents that get logged with similar product and operational categorization
• Operate periodic knowledge archiving procedures to perform effective housekeeping of the knowledgebase
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same
• Ensure Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement 
• Consolidate reports related to Knowledge Management  from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining  Functional requirements for changes, enhancements in the Knowledge Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance

Qualifications/Skills:

• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but  specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills

Key Responsibilities

KM Knowledge manager

Key Responsibilities: 

• Take the ownership to oversee the day to day operations relating to Knowledge Management
• Provide guidance to internal and external Service Providers in fulfilling their Knowledge Management roles and responsibilities.
• Enforcing the use of Knowledgebase among all service providers
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Develop standard formats for knowledge submissions and socialize them with all service providers
• Analyze new knowledge submissions and work with the submitter of the knowledge to identify search parameters, product and operational categorizations that should enable easy relationship establishment between suggest knowledgebase items with any new Incidents that get logged with similar product and operational categorization
• Operate periodic knowledge archiving procedures to perform effective housekeeping of the knowledgebase
• Identify and implement process improvements and ITSM platform/integration enhancements relating to same
• Ensure Problem Management KPI/SLA are reviewed at agreed frequency and analyse/review for improvement 
• Consolidate reports related to Knowledge Management  from all Service Providers
• Take the ownership of Process Data, maintenance & update along with defining  Functional requirements for changes, enhancements in the Knowledge Management Process workflows
• Conduct regular trainings for process awareness and improve process compliance

Qualifications/Skills:

• Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. Coordination, negotiation, and persuasion skills
• Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organisation.Strong oral and written communication skills
• Strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve
• Supervisory skills and the ability to leverage support from other parts of the organization
• Proven expert in managing multiple stakeholders at all levels of the organisation, but  specifically at senior management level.
• Understanding of Technologies & ITSM Tool
• Coordination, negotiation, and persuasion skills

Skill Requirements

Other Requirements