IT Technical Expert

Job Description

Manage and administrate the knowledge management process and tool for full compliance and lifecycle management of the articles self/help solutions.Coordinates day-to-day execution of the process and maintain quality checksEnsuring the standards and procedures are being followedTrack and analyze usage metrics and identify areas to improve user adoption and process optimizationSupport the creation and maintenance of Knowledge ArticlesCollaborate with the participants in the process and notify them when standards and procedures are not being followedProvide final quality approval of Knowledge submissionsDetermine the scope of publishing (self service and/or service desk support)Act as focal point for the process, communicate with clients, service providers, and managementReview and process feedback from users into Knowledge ArticlesReview rating of Knowledge Articles to identify Knowledge Base improvementsDrive periodic Knowledge Base reviews and trigger lifecycle maintenanceProduce, analyze and distribute Knowledge Management reportsCoordinate report reviews with Service Desk suppliers and vendors counterpartIdentify and implement improvements to the Knowledge Base and Knowledge Management processConduct Knowledge Management process and tool trainingCommunicating new and changed policiesAssists auditing of the process for compliance with documented proceduresWorks closely with service managers, chatbot service manager and partners.You areOpen minded, curious and innovative and aligned with our company values and aims and you bring the following experiences and competencies:Bachelor s or Master s degree (Business, Communications or other related fields)At least 3 years of work experience with proven track record and exposure to knowledge management.Experience in managing a broad range of activities with various international organizations, partners and stakeholders;Good skills in capturing, analyzing, managing, retrieving and disseminating information effectively using appropriate information systems;Good skills in developing a variety of written materials for audiences with different levels of understanding to the materials or subject matters presented;Good knowledge and understanding of information and communications technology;Excellent computer skills, including developinggraphics for presentation materials;Excellent and effective command of the English language, both spoken and written.Motivated to learn, pro-active and passionate to convert the learning into actionExcellent planning & organizational skills with experience of maintaining multiple deadlines & complex initiatives.Strong interpersonal skills; team player, open, and strong communicator;Affinity with IT and IT service desk support fieldITIL certification(s)Lean certification is a plusLeadership skills:Demonstrated strong team leadership and partnership across global stakeholders. Establish and manage the operational relationship with suppliers. Communication and coordination with key stakeholders to effectively communicate roadmaps and strategies at all levels of the organization. Help drive innovation to add high value capabilities. Manage external service providers to deliver key elements of operations, service, and support. Emphasize change management and end-user engagement and communications. Must be able to collaborate well with global partners and actively incorporate their input.Personal skills:Strong supplier management skills. Team player. Adaptive, collaborative and executing flawlessly. Delivers on commitment. Communicates with impact. Understands business trends and the direction technology must take to support the business. Drive for operational excellence.,

Keyskills :
inspection compliance mechanical direction nternetofthings itoperations globalitoperations servicedesk itservicedesk