Knowledge Management Specialist

hace 9 horas

Heredia, Costa Rica Dhl A tiempo completo

**Knowledge Management Specialist**:
The Regional Knowledge Manager role is to identify, collect, synthesize, organize and manage organizational knowledge in support of all business units.
This includes accumulating, understanding and leveraging knowledge about the business activity in behalf of the organization, its clients, its employees and partners.
The Knowledge Manager is also responsible for building and organizing the company's conceptual assets in knowledge bases.
**Responsibilities**:

- Update and maintain the knowledge bases in collaboration with the Regional Quality Assurance Specialist and the Regional Training Specialist.
- Takes part in the knowledge sharing with in the Regional team.
- Dotted line to the Global Knowledge Lead to stay aligned with the processes across all the regions.
- Support and participate on a global KM strategy and design
- Work closely with the Business and the Regional team to ensure knowledge base is always up to date, as well as ensure new knowledge is captured.
- Evaluate and prioritize the risks and determine the organizational knowledge requirements and gaps.
- Contribute towards building a shared mindset and understanding of knowledge management.
- Implement the action plan, incorporating skills and knowledge transfer, measures and controls, agreed benchmarks/standards, management process and capture of explicit and tacit knowledge and information
- Assess the sustainability of and review and modify the knowledge management process and framework.
- Work closely with the regional Team Leads to understand needs and gaps for improving the knowledge.
- Report to the Regional Head of the Service Desk on progress with the knowledge, gaps and action plan for improvements
- Help ensure that the knowledge base is the place for the team to get needed information to deliver the support
- Constantly look at improve the knowledge management process
- Help ensure trainings are aligned with any new knowledge updates
- Responsible to ensure new and updated knowledge is captured in a timely manner
- Responsible for ensure that all knowledge is shared with the team in a timely manner and that new or updated knowledge is confirmed captured with the team
- Review feedback via the knowledge tool on missing or outdated knowledge.
- Actively manages with Service Owners or Project Managers for knowledge sharing to support new or in production services to obtain knowledge

**Requirements**:

- Great communication skills
- Strong prioritizing skills
- Ability to multitask in a sometimes very hectic and changing environment
- Great at working in own as well as virtual teams
- Can work in several levels of the company and with several levels of requirements.
- Prior experience within the Knowledge Management preferred
- Good and strong business knowledge within one or more of the business towers
- 2-3 years of experience working with service desk environment
- 1-2 years of experience with Knowledge management is preferred
- Strong Knowledge in Service Now and basic html knowledge

Be able to structure and edit complex content in a simple way

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