SIAM specialist(Request, Knowledge & Service Continuity management)
- Kone
- 4 - 8 years
- Chennai
- 1 month ago
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Job Description
Role & responsibilities
Roles & Responsibilities:
- Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
- Act as a process custodian to ensure the process of fulfilling service requests, ensuring efficiency, adherence to SLAs, and quality service delivery.
- Key responsibilities include designing and improving fulfillment models, triaging and assigning requests, coordinating with various teams, managing performance, and acting as a liaison between requesters and fulfillers to ensure customer satisfaction
- Analyzing risks and impacts, developing and maintaining recovery plans, coordinating and conducting tests, managing response during incidents, ensuring compliance with regulations, and communicating with stakeholders to ensure the resilience and rapid recovery of IT services
- Create, capture, organize, and assess knowledge assets for enterprise use.
- Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
- Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
- Promote the use of knowledge management tooling and processes to facilitate the sharing of knowledge.
- Build and drive the culture of knowledge sharing within site operations and advocate for KM initiatives within site operations.
- Support the development and implementation of training on KM processes and tooling.
- Create and review KPIs for adopting and using premier (high-value, frequently used) KM content and summarize benefits, outcomes, and improvement opportunities for the organization.
- Assist with resource planning as applicable to strengthen and expand KM initiatives.
- Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
- Be the thought leader on KM Framework implementation within site operations and broadly share learnings and best practices within the Infrastructure Data Center (IDC) organization.
- Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
- Bring relevant industry insights to incorporate into the KM Framework.
- Identify and evangelize success stories from the Knowledge Management Program.
- Design and develop incentive mechanisms to acknowledge and highlight active participants.
Educational background and relevant experience:
- Bachelors or masters degree in information systems, Information Technology, Computer Science, or other related disciplines.
- 4+ years of current proven experience in implementing KM strategies.
- Experience building SR, KM, and Risk management programs in the technology industry or within technical groups within a large, global organization.
- Experience communicating with and influencing senior leadership and framing discussions to gain valuable feedback and experience.
Competency:
ITIL foundation
Job specific skills:
Effective communication (both verbal and written)
Customer focused
Problem solving
Time management
Logical thinking
Technical understanding (basic Infra and Application services)
Quick learner
Ready to adapt
Job Classification
Industry: Engineering & ConstructionFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: KoneLocation(s): Chennai
Keyskills: Service Transition Knowledge Management ITIL Service Operations Service Request Management Service Desk
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