Knowledge Management Specialist @ Alstom Transport India

Job Description

This is an Individual Contributor Role to start with and you will be in in charge of Knowledge Management Process, development & responsible to drive the usage. You need to Implement uniform Knowledge Management Principles and Practices across Internal & External teams. You will closely work with external partners in driving Knowledge Management practices.

RESPONSIBILITIES:

• Communicate the importance of knowledge management and knowledge sharing across organization
• Adopt knowledge management practices and make them mandatory in the day-to-day operations
• Create guidelines for knowledge Operations manual creation, communicate them to internal & External teams and make sure that they are followed.
• Ensure that Knowledge base article is created and published for future reference.
• Ensure that KB article meets the standards defined in guidelines
• Ensure that KB article is reviewed and signed off by SME and Product/Service owner.
• Ensure that KB article is rightly indexed in search engine to make it available for future reference.
• Periodical reviews for Validity and Content with Product/Service owners.
• Recertification archiving/retiring of articles / operations manuals / work instructions, etc
• Conduct / participate in audits of OMs Work with customer in KBASE / Document review and approvals.
• Managing version controls of documents and templates.
• Own any changes to the Knowledge Management workflow end to end
• Building of test cases to validate any changes to the KM Workflow
• Management reports producing KBASE creation / renewal / deletion reports.
• Producing KBASE utilization reports: Top KB articles by Support Team, End users
• Review reports with relevant stake holders on weekly/monthly basis.
• Conduct/Attend weekly/monthly governance calls with Partners, document & drive actions towards closure
• Initiate Knowledge sharing events to promote usage
• Identify appropriate delivery methodologies based on audience learning styles, nature of content to be delivered within the context of business needs and constraints.
• Interface to feedback with Automation team based on frequently used KB articles
• Explores new methods for delivering content in relevant ways to include text, video, and other emerging options such as gamification
• Develop training documents for Knowledge and Document management process.

Qualifications & Skills:

EDUCATION: Graduated with an engineering degree, preferably in information technology

BEHAVIORAL COMPETENCIES:

• Strong in code of Business Conduct and ethics, Professional, Punctual & sticking to time lines for work assigned or picked up
• You demonstrate good communication, leadership and change management skills.
• You are self-motivated, result oriented and show intellectual curiosity and creativity.
• You are responsive and Resilient
• Fluent in English (Written & Spoken)
• You are eager to work with autonomy in an international environment and to face the challenges of Alstom IT Environment

TECHNICAL COMPETENCIES & EXPERIENCE

Graduated in any discipline, preferably in information technology, you have 7-10 years of experience in end user support services, Knowledge management & content writing.

• Working experience on Knowledge Content management domain.
• Good understanding of Quality concepts, methodologies and work experince on ITSM tools like Service Now.
• ITIL certification is desired
• Good presentation and Communication skills

Job Segment: Document Management, Manager, Change Management, Technology, Management

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Keyskills:   learning styles administration support services end user support test cases search engine