Directs activities to define, deploy, evaluate, educate, and support IT knowledge process workflow analysis
Maintains IT knowledge process governance
Identifies qualitative and quantitative Key Performance Indicator measures for continuous improvement
Hosts IT knowledge community of practice to maintain stakeholder engagement and communications
Leads complex risk and opportunity evaluations to determine business value rationale
Leads activities to define strategic and tactical implementation plans
Model Seek, Speak, Listen to help establish a culture of accelerated performance
Host regular user group meetings with IT knowledge stakeholder team to discuss current issues relative to GSEP Knowledge Management processes, governance, usability, KPI’s, standards and long/short-term projects
Establish & maintain IT Process knowledge governance with regards to access control policy, usability and standardization
Provide guidance & mentoring to individual KM stakeholders as needed
Host regular group meetings with HR KM team to share best practices, communicate changes in ServiceNow KM environment, and negotiate process changes
Team with Incident Management & Service Desk Operations to develop common processes across teams to ensure data quality & continuity exist in knowledge
Ensure KM policy & activity complies with and conforms to SD policy and practices
Leverage ServiceNow technology to optimize KM onboarding for SD
Collaborate with larger GSEP Process Analyst team & GSEP Program Team to ensure overarching team strategy is appropriate & KM process is understood & represented
Partner with individual GSEP Process Analysts as needed on related knowledge management offerings
Establish & adhere to GSEP Knowledge Management adoption strategy; Evangelize KM adoption to IT community
Team with IT&DA Knowledge Management Process Owner to develop program strategy, road map, team objectives
Content publisher: Daily publication of new and updated knowledge content in ITSM space
Document & maintain all KM policy/procedural content; Maintain KM training materials
Perform scheduled & unscheduled audit all of GSEP knowledge (Answer IT & IT Admin KB’s) for quality, continuity & adherence to standards; Develop improvement plans for individual collection owners
Maintain & administer GSEP knowledge management Access Control Policy
Maintain knowledge base architecture & parameters for scale
Consultation with new Knowledge Management practitioners to ensure current environment is appropriate
Develop and perform training /mentoring for knowledge professionals specific to enterprise KM repository
requirements-expected :
Ability to understand and communicate strategic and functional concepts to all business stakeholders
Strong written and verbal communication skill, formal and informal, face-to-face or virtual
Facilitate presentations that convey strategy and action plans in a clear and concise manner
Ability to translate stakeholder requirements into effective user stories
Actively seeks solutions to problems before being asked or directed
Able to exercise good judgment by making effective, well-informed decisions facilitated by data-driven analysis
Skilled at balancing multiple competing priorities and deadlines; Ability to manage long-term projects and strategic initiatives
Ability to visualize the impact of Knowledge Management as a part of a larger framework, and the importance of strong partner relationships to achieve common goals and maintain program stability
Establishes and maintains good working relationships; Seeks consensus from peers and stakeholders
Able to motivate a user community by effectively defining program goals
Adaptable and flexible: Maintains effectiveness when experiencing changes in work environments, work priorities and organizational needs
Ability to understand, document and communicate internal and external processes
Willingness and ability to organize people, processes and data into efficient order; takes initiative on process and data quality improvement
Ability to see the opportunity to simplify complexity and bureaucracy
Understanding of ServiceNow (GSEP) knowledge management
Technical writing/editing skills with high attention to detail and standardization
Experience supporting or implementing a large-scale IT knowledge base/content management system (including taxonomy and architecture)
Project Management & LEAN experience
Demonstrated ability to work in a dynamic, fast-paced environment
offered :
Market competitive salary and performance-based incentive program
Have flexible working hours
Enjoy additional paid days off for Christmas break (December 24th-January 1st)
Broaden your experience in international software projects, technical workshops, and hackathons - OPTIONAL for software roles
Develop professional skills with our virtual learning tools and platforms
Benefit from Learning Together Program and MyBenefit program
Benefit from Employee Recognition Program
Get Medical Plan (Medicover/LuxMed) and life insurance (Warta S.A.) for you and your Family
Participate in Employee Pension Scheme (PPE)
Enjoy and create with us friendly and inclusive atmosphere in workplace
Cooperate and exchange knowledge with international team where we support and respect each other
Cooperate and exchange knowledge with world class global engineering team
