Job Description :
1. General Company Policy Towards Knowledge and Document Management.
Communicate the importance of knowledge management and knowledge sharing to employees.
Adopt knowledge management practices and make them mandatory in the day-to-day operations.
Define policy & templates for Operations manuals and work instructions.
2. Knowledge and Operations manual Creation Guidelines.
Create guidelines for knowledge & Operations manual creation, communicate them to employees, and make sure that they are followed.
3. Preserving Knowledge Related To Solved Issues.
Preserve the information about the incident, as well as the steps taken to resolve. Ensure that Knowledge base article is created and published for future reference.
Ensure that KB article meets the standards defined in guidelines.
Ensure that KB article is reviewed and signed off by SME and product owner.
Ensure that KB article is rightly indexed in search engine to make it available for future reference.
4. Manage the lifecycle of KB articles & Operations manuals.
Periodical reviews for validity with product owners.
Recertification & archiving / retiring of articles / operations manuals / work instructions, etc
Conduct / participate in audits of OMs
Work with customer in KBASE / Document review and approvals.
5. Defining and implementing Document folder tree structure on SharePoint
7. Managing version controls of documents and templates.
Defining the structure of Operations manuals.
Defining generic content for Operations manuals & work instructions like references docs, URLs of generic information like SLAs, reports, Org structure, etc.
8. Management reports & Governance
Producing KBASE creation / renewal / deletion reports.
Producing KBASE utilization reports Top KB articles, contributors & users.
Review reports with internal and external stake holders on monthly basis.
Initiate Knowledge sharing events.
Interface to feedback with Automation team based on frequently used KB articles
9. Training Develop training documents for Knowledge and Document Mgmt. process.
Generic and role based training materials.
Candidate should have
Bachelor s Degree in any discipline with a minimum of 8 to 10 years of experience in an IT Infrastructure service operations (ITSM).
Working experience on Knowledge & Content management domain.
Good understanding of Quality concepts, methodologies and tools
Working experience on ITSM tools like Service Now / Remedy.
Industry standard Certifications - ITIL V3 certification (Intermediate or above)
Customer focused; understand the importance of solid end-to-end service delivery,
Strong follow-through skills, able to drive issues to resolution, able to convince / influence individuals / teams outside the team.
Core Competency :
Must be a good team player. Flexible, self-motivated with the ability to work under pressure in an International and culturally diverse organization.
Must possess excellent knowledge in the respective field.
Must possess the ability to prioritize and perform multiple tasks.
Good motivational skills and must have excellent oral and written communications skills to interact with all levels of an organization
Strong customer / stake holder management skills.
Must be detail-oriented and able to work with a high volume of documents in a fast-paced environment. They have to be highly organized and process-oriented.
They must have excellent listening skills, and be able to handle multiple requests while detailing document activity.
Should have minimum 6 plus years of relevant experience
Minimum 15 years of full time education (!0+2+3 or Equivalent)