[REQ ID-9849]{P-R} Need - Knowledge Manager

Hello,

Very Good Morning! Hope you are doing good!

We have the below job opportunity with our direct client. Please find the details below.

Position: Knowledge Manager
Location: Cary, NC
Duration: Long Term

CERTIFICATIONS: ITIL certified

Description:

• Should have worked in Infrastructure IT Support center as Knowledge manager
  
• Experience in training and writing content for support personnel supporting business to business customer on IT not application support.
• Experience in developing content for e-learning for support personnel.
• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
• Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
• Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
• Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
• Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
• Establish effective approval and standardization for Knowledgebase submissions
• Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
  
• Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third party technologies and applications
• Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
• Able to better manage knowledge effectively at an individual and team level •
• Able to manage information, time, tasks/processes and goals •
• Able to better access, filter, analyse, synthesise, accumulate, store, communicate and apply knowledge •
• Able to use communication, collaboration and information management technologies effectively to navigate the information and knowledge environment
• Updating Knowledge base articles in KMDB
• Develop Training and Communication Plans
• Conducting trainings for the team. Effective Process Trainer
• Creating Self Service Articles and Technical Articles for Support teams
• Ability to understand and define processes from start to end and identifying gaps if any.

Look forward to hear from you soon!

Thanks & Regards
 
Vineetha Nath
__________________

Sr. Resourcing Specialist
SYSTEL INC | Atlanta, GA
Office: 678-250-9864
Email: vineethat@systelcomputers.com

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