Knowledge Management Specialist

Work Location: Hyderabad

Role: Sr. Analyst Knowledge Governance and Advisory

Job Type: Experienced

Overview

Central Business Services (CBS) is the engine that drives customer-focused service delivery on behalf of the Firm, enabled by technology and a continuous improvement mindset. Our singular focus is to evolve as a distinguished service provider within support services. Identifying the evolving needs of our customers, our leaders, and people across the Firm, CBS drives the transformation from present to the future.

Deloitte Canada's MySupport Knowledge Management Governance & Advisory and Product team contributes largely to the vision of transformation and continuous improvement. The key objective of this team is to work hand in hand with the Transformation COE and the Service lines to establish a hub of relevant, effective, and easily accessible information to answer users' questions and manage Service Requests through MySupport Employee Centre, Mobile app and Virtual Agent platforms powered by ServiceNow and NowAssist AI

Responsibilities of Knowledge governance and advisory team member:

End to end management of MySupport resources to support CBS transformation initiatives.

• Obtain knowledge and understanding on the current ServiceNow knowledge base landscape.

• Develop understanding on NowAssist AI use cases including 'search' and 'virtual agent'

• Understanding about ServiceNow catalog items and workflows

• Work with relevant Enabling Areas to advise and govern knowledge management best practices.

• Create and manage knowledge resources to track their lifecycle (latest updates)

• Establish and share aides with Knowledge Champions and Content owners on knowledge management best practices, training materials, and new features introduced by ServiceNow.

• Collaborate with Knowledge Champions and Content Owners to keep the knowledge articles updated, relevant and easy for users to find.

• Obtain and analyze platform usage data from MySupport to help prioritize areas of focus and optimization.

• Leverage Gen AI tools for analyzing trends and tractions to identify most desired topics /query items that are key to drive adoption of the MySupport.

• Socialize with service line leads and Content Owners to evaluate and create knowledge articles for the new items.

• Assist and guide the Content Owners to make the articles comprehensive, articulative, user friendly and compliant with the Deloitte standards with the help of various Gen AI tools available inhouse.

• Help in establishing a protocol to regularly scrutinize overall hygiene of the knowledge articles.

• Collaborate with MySupport CoE to improve MySupport user experience.

• Collaborate with the Data Analytics team to obtain and evaluate consumption data on the current/active knowledge articles.

Stakeholder Management:

• Develop and nourish cordial working relationship with all key stakeholders as mentioned below:

• Work closely with the Onshore Product Management team in order to understand and contribute to the adoption of MySupport

• Work closely with business owners in order to obtain maximum support to refine the MySupport product experience.

• Work closely with the Data Analytics team to establish requirement patterns based on the MySupport data.

• Establish strong network with the Process Optimization and other Enabling Areas in order to contribute to the journey of continuous improvement

Leadership:

• Establish a self-driven productive culture that will function with minimal supervision

• Provide guidance, onboarding and handholding to bring new joiners up to speed in future

• Monitor, measure and improve quality and effectiveness of delivery

• Contribute to Executive reporting and service enhancement initiatives

Attributes and experience

• Highly responsive with demonstrated ability to take initiative and interact with all levels of management.

• Attention to detail and diligence.

• Analytical and tenaciously curious; ability to cross-reference and make connections.

• Quality focused

• Strong with verbal and written communication

• Experience facilitating change, engage and influence others.

• Experience in planning and organizing work.

• Experience in ServiceNow (as fulfiller) is a plus.

Description of Skills

Qualification:

• MBA or Postgraduate in Mass Communication, Marketing, Commerce, Information Systems

• A bachelor's degree in business, technology, or a related field, or equivalent practical experience.

• Professionals with 5 - 7 years of experience in Knowledge Management in a service delivery domain

• Strong understanding of curation of content and related activities like governance of digital libraries, product life cycle management etc.

Other requisite skills:

• Demonstrate excellent understanding knowledge of Content Management platforms.

• Showcase good understanding of content management life cycle, client confidentiality, taxonomy and search.

• Experience using GenAI tools, general understanding of various AI use cases related to MySupport.

• Detail-oriented to perform extensive content reviews.

• Experience of metrics and analytics interpretation

• Excellent verbal and written communication skills with ability to influence appropriate outcome.

• Proficiency in MS Office, specifically MS Word, PowerPoint and Excel

• Strong analytical skills

• Ability to work across cultures and in a virtual environment.

• High energy with ability to deal with ambiguity.

• Effectively leverage internal social media & collaboration tools to connect people-to-people and people-to-content.

• Demonstrate clarity of thought."