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Knowledge Manager

Job Title: Knowledge Manager
Contract Type: Permanent
Location: Melbourne, Victoria
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 247105
Contact Name: Kehkhasha Khanam
Contact Email: Kehkhasha.Khanam@peoplebank.com.au
Job Published: June 10, 2022 17:21

Job Description

About the Company

Our Client is a multinational information and communications technology equipment and services corporatiion. It is one of the s the world's largest IT services provider

About the role

Our client is keen to onboard a Knowledge Manager who is well versed with knowledge management and documentation . Champions in the Knowledge Management process within Service Delivery Management, monitor process effectiveness and make recommendations for improvement.

Responsibilities

  • Delivers a specialist service management function within or into an account.
  • Contribute to service partnerships as part of one service team with internal and external customers.
  • Monitors, maintains and ensure compliances to knowledge management processes.
  • Continually reviews the process and associated activities for efficiency and effectiveness
  • Participates in regular reviews to resolve issues, review processes with relevant parties such as Service Desks, Operations, Resolver Group, Account Team and Customers, etc.
  • Work effectively across organization with stakeholders, SME's, and service teams
  • Provide internal training and consulting on KM concepts and methodologies
  • Documenting low level work instructions to support the Service Desk in delivering a positive customer experience.

Skills and experience

  • Practical experience with ServiceNow knowledge management module with strong understanding of review and approval workflows.
  • Operational experience and ability to effectively communicate to stakeholders, SME's, and service teams to improve quality and effectiveness of the Service Desk and Resolver Groups
  • Experience in facilitate training, coaching and mentor knowledge champions
  • Proven ability to drive behavior & cultural change across both internal and external team.
  • Strong customer facing skills and the ability to negotiate conflicting priorities.
  • Experience with Knowledge Centred Service (KCS) methodology and framework is a bonus.


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