IT Knowledge Management and Service Analyst

2 weeks ago

New Delhi, India ERM Full time

Responsibilities:

IT Service : ownership, curation, maintenance of the IT Service Catalog.

Document Management System (DMS): oversee and contribute to the full lifecycle of documents in our DMS.

Known Error Database (KEDB): enact a rigorous process of KEDB maintenance, supporting in the creation, approval, and retiring of known errors, ensuring technicians have access to the solution or workaround when they need it.

Service design and system administration :administration of our ITSM tool, to configure categorisation, workflows, and standardised reply and closure templates to ensure effective service management.

Training and key stakeholder engagement: this role will induct new hires on IT Systems and is vital in engaging with our IT Co-ordinator community through monthly updates.

Support Project Management and Service Transition : along with continued process improvement on internal documentation, this role will support new services introduced to the IT environment through documentationand any required training of the IT Operations team

Knowledge, Skills and Experience:

Ideally 2-3 years experienced in documentation and working within document management system

Understanding of ITIL processes, and able to leverage knowledge to document and formalise IT processes 

Excellent written and spoken communication skills, ableto communicate difficult or technical concepts, often to people where English may not be a first language

Experienced in IT Training, such as new hire induction

Training will be provided for administration of our ITSM tool ManageEngine Service Desk plus, however experience with system administration of an ITSM tool in the past would be useful 

Personal Attributes:

High attention to detail, and patience to see a task through to the end

Ability to conduct research, and be self-taught on new systems and skills

Ability to effectively prioritise tasks in a high-pressure environment

Able to work both independently, and collaboratively on content creation

ERM does not accept recruiting agency resumes. Please do not forward resumes to our jobs alias, ERM employees or any other company location. ERM is not responsible for any fees related to unsolicited resumes.

ERM is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status or disability status.

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