ITIL Analyst - Knowledge Management
- Navisite
- 2 - 7 years
- Multi-City, India
- 2 months ago
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- Kolkata, Mumbai, New Delhi, Hyderabad, Pune, Chennai, Bengaluru
Job Description
- Responsible for the execution, training, and governance of the Knowledge Management Process
- This includes operating the defined and agreed Knowledge Management processes, ensuring they interface with all other relevant processes, setting targets, reviewing the effectiveness and efficiency of the process, performing process audits, and assisting with managing the Knowledge Management process improvement cycle
Responsibilities.
- Deploys the KM process and related methods and KM design.
- In coordination with the Service Management leader this role provides the description, mission statement, roadmap, strategy, process objectives, and metrics to measure success and obtain formal approval for the Knowledge Management process and its associated procedures
- Interfaces with other processes and/or business functions to ensure processes are put in place to capture data, information, and knowledge and leverage benefits provided by the Knowledge Management process.
- Audits and manages the KM process lifecycle and reports to upper management.
- Schedules and Manages KM Continual Improvement meetings.
- Evaluates performance metrics against the defined critical success factors and institute actions to correct shortcomings or further streamline the process as necessary.
- Report Knowledge Management activities to upper management.
- Produce management reports and maintain applicable dashboards.
- Responsible for providing global training on the Knowledge Management processpolicy.
- Regular Tasks
- Daily
- Interface with teams to ensure proper usage of the Knowledge Management system.
- Expired (Aged) KBA NotificationsFollow Ups to ensure teams either retire or update expired KBAs.
- AddReviewTest Continual Improvement Items.
- UpdateApproval Service Management KBAs as needed.
- Weekly
- KBA QA Checks
- Monthly
- Knowledge Management Stats (Monthly PowerPoint)
- Update Accomplishments for the month and upcoming goals
- On Going
- Provide Training as needed.
- Support Audits as needed.
QUALIFICATIONS AND EDUCATION REQUIREMENTS
- Experience using the ServiceNow Knowledge Management System
- ITIL 4 Foundational Training
- Self-starter and independent thinker.
- Strong ability to interface between teams and understand business processes.
PREFERRED SKILLS
- 2 Years of ServiceNow Experience
- Experience providing group training.
- Experience creatingmanaging Global Policies
- Proven experience liaising between business areas.
- ITIL continual improvement experience
- 1 or more years of report design creation experience. Preferably in ServiceNow
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: IT Support
Role: Problem Management
Employement Type: Full time
Contact Details:
Company: NavisiteLocation(s): Multi-City, India
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Keyskills: Service management Training Process audit Analyst HP data protector Compliance Process improvement MSP Management reporting
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₹ 2-5 Lacs P.A
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