Knowledge & Strategic Document Manager (Specialist)
DXC Technology
Bangalore
2d ago
source : Shine

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.
  • Version control
  • 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.
  • Requirement :

    Should have minimum 6 plus years of relevant experience

    Minimum 15 years of full time education (!0+2+3 or Equivalent)

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