ITSM Knowledge Manager

Job Location: Southboro, MA

General Summary

Using proven working experience in ITSM Knowledge Management leads the operationalizing of the Knowledge Management Process throughout IT and ensures it is fit for purpose. Works extensively with other IT groups and business units across the globe. Excellent opportunity for the right candidate who is self-driven, innovative, and passionate about Knowledge Management. Accountable to the Knowledge Management Process Owner.

Duties and Responsibilities:

• Performs day-to-day operations of the Process



• Ensures the appropriate inputs/outputs are being produced



• Ensures the Process is followed as designed



• Manages all KM activities



• Mentoring and collaborating with the Technical Writer, ensures all Knowledge Articles are well suited for publish



• The ability to use, understand and interpret the ITIL Best Practice policies and procedures to ensure adherence

· Escalates to IT Management and the Knowledge Management Process Owner in case of a conflict between Process and IT Management. Escalation reports are sent to the Process Owners and IT Management.

· Working knowledge of the ability for Knowledge to increase Service Desk ticket deflection and how to improve this

• Ensures Knowledge Articles are valuable, categorized and current

· Identifies gaps in the Knowledge Management process

· Stringent focus on the quality and improvement of all Self-Help Articles

· Ensures that process, procedure and work instruction documentation is up-to-date

· Promotes the (correct) use of the Process

• Regularly reviews Knowledge use patterns to identify the need for new Knowledge, required updates, or potential retirement of Knowledge



• Follows up with Knowledge Owners to ensure the KM process is being followed and Knowledge is being captured, maintained, and used



• Prioritizes Knowledge work across the organization



• Wholly supports the ITSM Knowledge Management process

· Manages and coordinate all Knowledge Management activities

· Work towards integration across all related Processes (Incident Management, Change Management, Problem Management, etc)

• Produces and monitors Process-related KPIs/PIs



• Assists the Process Owner in audit and review of the Process

Desired Skills:

· Good influencing and negotiation skills, as he/she does not have authority over staff working within the Process · Ability to successful explain and guide people through the process and handle any low level process issues · Excellent written and verbal communication skills

· Highly collaborative ethic and experience working in global teams/organizations

Comfortable presenting to varying levels within the organization

· Results driven

Education Required: Bachelors or equivalent, ITIL v 3 Foundation Certification

Experience Required: 4+ Years

*LI-DNP
*LI-DNP

Job ID: 112021BR

apply

Job Location: Southboro, MA

General Summary

Using proven working experience in ITSM Knowledge Management leads the operationalizing of the Knowledge Management Process throughout IT and ensures it is fit for purpose. Works extensively with other IT groups and business units across the globe. Excellent opportunity for the right candidate who is self-driven, innovative, and passionate about Knowledge Management. Accountable to the Knowledge Management Process Owner.

Duties and Responsibilities:

• Performs day-to-day operations of the Process



• Ensures the appropriate inputs/outputs are being produced



• Ensures the Process is followed as designed



• Manages all KM activities



• Mentoring and collaborating with the Technical Writer, ensures all Knowledge Articles are well suited for publish



• The ability to use, understand and interpret the ITIL Best Practice policies and procedures to ensure adherence

· Escalates to IT Management and the Knowledge Management Process Owner in case of a conflict between Process and IT Management. Escalation reports are sent to the Process Owners and IT Management.

· Working knowledge of the ability for Knowledge to increase Service Desk ticket deflection and how to improve this

• Ensures Knowledge Articles are valuable, categorized and current

· Identifies gaps in the Knowledge Management process

· Stringent focus on the quality and improvement of all Self-Help Articles

· Ensures that process, procedure and work instruction documentation is up-to-date

· Promotes the (correct) use of the Process

• Regularly reviews Knowledge use patterns to identify the need for new Knowledge, required updates, or potential retirement of Knowledge



• Follows up with Knowledge Owners to ensure the KM process is being followed and Knowledge is being captured, maintained, and used



• Prioritizes Knowledge work across the organization



• Wholly supports the ITSM Knowledge Management process

· Manages and coordinate all Knowledge Management activities

· Work towards integration across all related Processes (Incident Management, Change Management, Problem Management, etc)

• Produces and monitors Process-related KPIs/PIs



• Assists the Process Owner in audit and review of the Process

Desired Skills:

· Good influencing and negotiation skills, as he/she does not have authority over staff working within the Process · Ability to successful explain and guide people through the process and handle any low level process issues · Excellent written and verbal communication skills

· Highly collaborative ethic and experience working in global teams/organizations

Comfortable presenting to varying levels within the organization

· Results driven

Education Required: Bachelors or equivalent, ITIL v 3 Foundation Certification

Experience Required: 4+ Years

*LI-DNP
*LI-DNP

Job ID: 112021BR

apply