Global Knowledge Manager- Whitehouse Station, NJ - Georgia IT Inc.
Whitehouse Station, NJ
About the Job
Global Knowledge Manager
Location: Whitehouse Station, NJ
Duration: 6+ months
Job description:
Client's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally thru technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.
Core to being able to support the user community is ensuring that we have the appropriate knowledge and content at our support desks and this knowledge is crafted and implemented in accordance with best practices. We are looking for an experienced Knowledge Manager to champion Client's Knowledge Management practice, developing content along with procedures for creating, standardizing, organizing, locating, maintaining and enabling access to relevant knowledge throughout the organization, globally.
The role holder will be the lead resource driving teams throughout the globe to deliver and document high quality content in support of their services and applications in a consistent manner. The resource will provide expertise required to address specific business needs through the use of Knowledge. The candidate will be responsible for creating a governance program for the support and maintenance of knowledge across all IT areas.
Primary Job Responsibilities
Develop processes for capturing, storing, validating and retrieving knowledge by Client's Help Desks globally, to be able to most effectively and efficiently support the user community.
Build, implement, drive and maintain a governance program across all IT and Operational areas globally for the development, maintenance and deployment of knowledge.
Promote the capturing and maintenance of knowledge content through defined operational processes.
Develop metrics around knowledge articles and usage for review by senior leadership and to help continuously improve.
Provide internal training and consulting on Knowledge Management concepts and methodologies to downstream IT areas, functioning as the central point of contact globally for all knowledge standards, concepts and processes.
Monitor and maintain the Knowledge Base, driving teams to ensure high quality documentation that is easy to follow and understand.
Work independently with the ability to influence stakeholders at all levels of the organization.
Develop and share information about Client's knowledge program, maintaining communications on knowledge across the organization
Learns and applies new concepts, processes and tools.
Takes initiative to solve problems and multi-tasks by prioritizing projects and deadlines.
Communicates effectively with team members, stakeholders and all levels of management.
Requirements
Bachelor's Degree or relevant work experience.
KCS certification
ITIL Certified
Hands-on and demonstrated experience with ServiceNow
Critical and structural analysis ability is essential
Ability to think strategically in terms of culture and behavior, business processes and technology and tools.
Ability to understand knowledge needs at both an operational and strategic level.
Ability to work flexibly in order to respond to changing priorities.
Critical and analytical thinking abilities with great attention to detail.
Excellent communication and interpersonal skills with the initiative and the confidence to make sound judgment decisions.
Problem solving skills and solution implementation
Researching skills with ability to identify best practice approach.
Ability to create presentations and facilitate in meetings when required.
Location: Whitehouse Station, NJ
Duration: 6+ months
Job description:
Client's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally thru technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.
Core to being able to support the user community is ensuring that we have the appropriate knowledge and content at our support desks and this knowledge is crafted and implemented in accordance with best practices. We are looking for an experienced Knowledge Manager to champion Client's Knowledge Management practice, developing content along with procedures for creating, standardizing, organizing, locating, maintaining and enabling access to relevant knowledge throughout the organization, globally.
The role holder will be the lead resource driving teams throughout the globe to deliver and document high quality content in support of their services and applications in a consistent manner. The resource will provide expertise required to address specific business needs through the use of Knowledge. The candidate will be responsible for creating a governance program for the support and maintenance of knowledge across all IT areas.
Primary Job Responsibilities
Develop processes for capturing, storing, validating and retrieving knowledge by Client's Help Desks globally, to be able to most effectively and efficiently support the user community.
Build, implement, drive and maintain a governance program across all IT and Operational areas globally for the development, maintenance and deployment of knowledge.
Promote the capturing and maintenance of knowledge content through defined operational processes.
Develop metrics around knowledge articles and usage for review by senior leadership and to help continuously improve.
Provide internal training and consulting on Knowledge Management concepts and methodologies to downstream IT areas, functioning as the central point of contact globally for all knowledge standards, concepts and processes.
Monitor and maintain the Knowledge Base, driving teams to ensure high quality documentation that is easy to follow and understand.
Work independently with the ability to influence stakeholders at all levels of the organization.
Develop and share information about Client's knowledge program, maintaining communications on knowledge across the organization
Learns and applies new concepts, processes and tools.
Takes initiative to solve problems and multi-tasks by prioritizing projects and deadlines.
Communicates effectively with team members, stakeholders and all levels of management.
Requirements
Bachelor's Degree or relevant work experience.
KCS certification
ITIL Certified
Hands-on and demonstrated experience with ServiceNow
Critical and structural analysis ability is essential
Ability to think strategically in terms of culture and behavior, business processes and technology and tools.
Ability to understand knowledge needs at both an operational and strategic level.
Ability to work flexibly in order to respond to changing priorities.
Critical and analytical thinking abilities with great attention to detail.
Excellent communication and interpersonal skills with the initiative and the confidence to make sound judgment decisions.
Problem solving skills and solution implementation
Researching skills with ability to identify best practice approach.
Ability to create presentations and facilitate in meetings when required.
Source : Georgia IT Inc.