Service Lead Knowledge Management

hace 1 semana

Heredia, Costa Rica DHL A tiempo completo

**SERVICE LEAD KNOWLEDGE MANAGEMENT**

As Service Lead Knowledge Management you will spend significant portion of time leading knowledge management (KM) initiatives, chatbot improvements and supporting others in sharing their knowledge mainly across the 4 Service Desk locations (Prague, Cyberjaya, San Jose and Chennai). You are expected to raise and maintain high level of KM process awareness, align knowledge actions with business priorities, promote a knowledge sharing culture, engage senior leadership, manage the KM tools, and support all knowledge workers.

**YOU WILL**:

- Be responsible for the execution of the Knowledge Management (KM) Process at Service Desk.
- Be responsible for Service Desk’s chatbot improvements, knowledge content and testing of new developments
- Formulate strategies to capture key knowledge to bridge the knowledge gaps in the community.
- Coordinate audits on existing KM tools content.
- Manage regular knowledge objects quality checks and communication among KM editors via editorial reviews.
- Ensure the knowledge generated within the organization is made easily visible, available and useful to seekers.
- Collect and manage feedback on users’ experience with KM tools/ content and drives improvement initiatives.
- Create awareness in the organization of the principles of knowledge management and how they can impact the performance of the organization.
- Ensure that the global service desk organization meets the KM quality standards.
- Provide training and consulting on KM concepts and methodologies.
- Act as SPOC for Service Desk Knowledge specialists in regions on KM process/tools related topics and run regular meetings with regional specialists to discuss KM topics
- Represent Service Desk in GSN KM Module upgrades, assist with implementation of new features while assuring Service Desk readiness for upcoming changes.
- Develop, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal teams.
- Support KM internal/external partners, assist with knowledge and information projects including developing and maintaining practice group SharePoint sites.

**YOU SHOULD HAVE**:

- Minimum 5 years of experience with knowledge management systems, processes and procedures
- Minimum 3 years of experience with administration of knowledge base in ServiceNow
- Experience with DialogFlow is an added advantage
- Proven experience with driving improvement initiatives in matrix organizations
- Ability to form and maintain highly effective working relationships with all levels of seniority
- Excellent written and verbal communication skills and the ability to clearly and accurately convey information
- Outstanding organizational skills and project management experience

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