Job Summary

Knowledge Manager : 1. A Transition Knowledge Manager is responsible for planning service transactions for operational use. Must be able to gauge the Maturity of the account from Knowledge Management perspective. 2. Must carry prior experience in Transition Management (TM) and Knowledge Management (KM). 3. Must be aware of TM and KM methodologies. 4. The Transitions KM would prepare Transition timelines and adhere to it. 5. Must be ITIL Certified. KCS Certification is preferable. 6. In addition to above, the Transitions KM will perform below duties. 7. Coordinates day-to-day execution of the process, as follows: a. Assigns or reassigns Knowledge Requests and Feedback to the appropriate SME team. b. Manages incorrect Knowledge Requests (for example, requests with insufficient information, redundant requests, and requests for documentation that already exists) per local policy. c. Manages Knowledge Request issues, and escalates, as required. d. Provides request status, as requested. e. Confirms that Knowledge Request responsibilities are included in the job responsibilities of support personnel. f. Verifies Knowledge Request priority, if required, and assists with correcting priority, as necessary. g. Confirms the quality and accuracy of Knowledge Requests and knowledge document information, as appropriate. h. Updates and closes Knowledge Requests when complete. i. Identifies and implements changes to the process. j. Identifies exceptions and deviations and manages these situations. k. Communicates new and changed policies. l. Verifies that standards and procedures are being followed. m. Facilitates resource commitment and allocation. n. Identifies and implements process improvements. o. Creates, analyzes, and distributes process reports. p. Acts as the focal for process, and communicates with clients, service providers, and management. q. Verifies the completeness and integrity of information collected to conduct daily operations. r. Establishes measurements and targets to improve process effectiveness and efficiency. s. Responsible for evaluating the performance of the process. t. Assists in the auditing of the process for compliance with documented procedures. u. Defines those parts of the Process Framework not defined by the Process Owner.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Implementing Itil Best Practices To Enhance Service Delivery And Operational Excellence.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Frameworks And Snow Admin Tools.
3. Enhance The Knowledge Management System By Updating And Managing The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Ongoing Training And Support.
4. Coach And Train New Analysts On Tools And Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Support Team.
5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Maintaining A Strong Security Posture.
6. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Potential Security Threats.

Skill Requirements

1. Strong Understanding Of Itil Principles And Practices.
2. Proficiency In Knowledge Management Tools And Methodologies.
3. Experience With Servicenow (Snow) Administration And Support.
4. Familiarity With Bmc Remedy And Ca Service Desk Platforms.
5. Solid Knowledge Of Security Best Practices And Incident Response.

Other Requirements

1. Itil Certification Is Preferred But Not Mandatory.
2. Knowledge Management Certification Is Optional But Valuable