Subject Matter Expert

6 days ago

Pune, India Axiom Technologies Full time

**Roles & Responsibilities**
- Development, implementation, and streamlining of Knowledge Management Process
- Main responsibilities:

- Accuracy and timely capture of knowledge. Timely meaningful reporting.
- Identifying and approving procedures
- Defining tools to be used
- Confirming relevance of proposed knowledge
- Identifying areas of improvement
- Reviewing content prior to publication
- Approving content for publication
- Rejecting content if fundamental components are missing
- Major activities:

- Is responsible for seeking out new knowledge, validating it and documenting it in the Knowledge base
- Identifies Knowledge from RCAs and document them in the Knowledge base
- Documents known errors
- Conducts weekly review calls to create new processes and streamline existing process to adhere to the support levels of each Resolver group
- Publishes daily/weekly/monthly reports on the status of knowledge management to help senior management take decision on Service Improvement plans (Continual Service Improvements).
- Provides Trainings and assessments on processes
- Participates on Major Incident Bridges to ensure the correct knowledge and KEDB articles were referred for swift resolution
- Connects with different resolver groups to identify gaps in processes followed by other teams in resolving tickets
- Review the Knowledge Article & check for the relevance/quality and approve or reject it.
- Submit the drafted Knowledge Article to the Customer SME for counseling and validation
- Review the received Knowledge Article as part of the weekly governance review and incorporate feedback
- Upload Knowledge Article to the KMP and set a review date for it.
- Communicate to the Service Desk Team on the Knowledge article update.

**Experience in a similar role**
- 2+ years of relevant experience.

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