Role and Responsibilities

• Collaborate with key leaders to define data needs
• Develop and implement a comprehensive, innovative knowledge/content management structure to ensure the efficient dissemination of information across a broad spectrum of functions and users
• Drive the development and implementation of important information to improve service
• Develop comprehensive professional development to train employees to access and analyze data throughout the organization
• Develop strategies for long-term, sustainable systems to support the delivery of instruction
• Facilitate communication between stakeholders, successfully facilitating necessary negotiations
• Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations
• Maintain currency of knowledge with respect to relevant curriculum, technology, marketing, and/or systems
• Gather data on user experience and implements plans of action to improve user experiences
• Provide general leadership, guidance, and support to relative team members in order to collaborate, give feedback, develop plans, and reach team and individual goals
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• Working knowledge of ITIL framework.
• Prior Service desk experience a must
• Experience in online knowledge management, knowledge management tools
• Experience in Content writing and instructional design
• Exposure to similar role for a minimum of 1 Year.
• Experience of working in 24/7 environment.
• Experience  with Excel, Access and other database programs

Experience – Desirable

• 2 year or more experience in similar role.
• Experience on Desktop support, application support

Skills and Knowledge

• Strong interpersonal skills
• Accredited certification on Content Writing / Instructional design
• Accredited certification on Knowledge management is added advantage

• Excellent written and oral communication skills; demonstrated experience in the ability to communicate with, engage and inspire a wide range of audiences

• Ability to develop, plan and implement short and long-range goals
• Ability to keep current on technological developments/trends
• Ability to evaluate resources for applicability to projects
• Ability to write and deliver complex documents for sophisticated audience.