Knowledge Manager
1 month ago
Knowledge Manager
3+ Yrs Experience
Role purpose:
Development, implementation, and streamlining of Knowledge Management Process
Knowledge Manager
The Knowledge Manger is responsible for developing the Knowledge Management Systems
considering various aspects inherent to the organization.
RESPONSIBILITIES
• Ensuring that a single enterprise service knowledge Management system (SKMS) is
created and is updated as work is performed or as information is discovered. The
examples of information types include Known Errors, Troubleshooting procedures,
Workarounds for Incidents / Problems, FAQs, Manuals, System Changes and updates,
etc.
• Training the personnel to populate and maintain content of the SKMS related to their
services in terms of the processes to upload/access/review the content, content
standards, and tool functionality, etc.
• Designing a workflow to review SKMS content and ensuring information in the
SKMS is maintained, accurate and relevant.
• Encouraging the support teams to contribute the information into and use the SKMS
• Designing and creating motivational aspects to encourage the teams to contribute and
use knowledge nuggets actively
• The Knowledge Manager ensures that the IT organization is able to gather, analyze,
store and share knowledge and information.
• The primary goal is to improve efficiency by reducing the need to rediscover
knowledge.
KEY SKILLS AND COMPETENCIES
• Analytical aptitude, Excellent written and verbal communication skills
• Ability to understand internal customers’ needs and concerns;
• Respond promptly and effectively to the needs.
• Exposure to external clients would be an advantage.
• Demonstrable understanding of the issues involved in designing and managing
enterprise knowledge management systems, including specific skills in Document /
content management, Process improvement, productivity, Measurement / reporting,
Enterprise search, Knowledge management frameworks, Collaboration, communities
of practice, etc.
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