Manager - Knowledge Management
- Genpact India
- 2 to 3 Yrs
- Hyderabad
- 5 years ago
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Job Description
To support IT Service Desk by assuring, governing and championing the cause of knowledge management. Promote shift left in knowledge creation, increase effectiveness of knowledge articles and ensure steady governance of the knowledge management structure put in place.
Key Accountabilities -
- Assessing the current state of the account with respect to Knowledge Management.
- Defining Roles & Responsibilities of KM task force.
- Develop the initial foundation elements (documentation):
- Content standard
- Workflow or process map
- Performance assessment model
- Communications plan
- Establish ownership of the documents the team create (along with TAT).
- Establishing Baseline Metrics necessary to track progress (can include any/all of the following).
- Customer Satisfaction
- Mean Time to Resolve
- Reduction in cycle time
- Improvement in Resolution Timespan
- Accuracy of Solution leading to increase in FCR
- Streamlined Quality Monitoring
- Knowledge Usage %
- Define Visibility Matrix - The Visibility Matrix is a document that defines access & modification rights for the knowledge base. It is the combination of:
- Knowledge State
- Role of the individual
- Drive Knowledge Management & CRM tool integration for enhanced access to SOPs
- Ensure Structured Problem-Solving approach as it improves performance from a KM standpoint.
- Define dashboard format and set frequency of report out.
- Define review cycle and detailed governance plan.
- Work with Training/Quality/Operations Manager to ensure knowledge management hygiene is maintained ensure Knowledge Transfer and License to Operate process is managed smoothly.
- Audit tickets to ensure SOPs are followed and plan refresher training basis the same.
- Participate in governance call with clients to share progress from a KM standpoint and take actions wherever necessary as suggested/required by the client.
- Review Negative VOCs and action Plan/Survey response
- Problem Management and Root Cause Analysis
Behavioral/ Personality Specifications required -
Strong interpersonal skill
Excellent customer / stakeholder relations
Able to work effectively under pressure
Good analytical and problem solving skills
Strong communicator with ability to build consensus while driving process forward.
Change Agent
Qualification we seek in you
Graduate or Postgraduate
2-3 years of experience in field of Learning & Development in a Knowledge Manager role
Should have extensive experience in knowledge management including knowledge of current industry standards in the area of expertise.
Leadership quality and ability to supervise and guide the employees
Preferred Professional Certifications -
ITIL V3 Foundation certified
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Manager - Knowledge ManagementContact Details:
Company: Genpact IndiaLocation(s): Hyderabad
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Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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