Knowledge Management Analyst
4 days ago
Req ID: 341592
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Knowledge Management Analyst - Service Desk to join our team in Bangalore, Karnātaka (IN-KA), India (IN).
Key responsibilities
- Working with the client and/or dedicated project team to identify needs relating to Knowledge Content
- Working with the client to obtain information and to review and approve the content
- Creating/Writing accurate and effective Knowledge Articles to enable support for the account, and loading them to the defined Knowledge Base (KB)
- Working with corporate KB team to create/establish dedicated client site and ensure agent access is established/granted
- Reporting on progress, issues, and risks to project leader during planning, implementation, stabilization and/or steady state phases
- Providing consistent and timely reporting and information to customer, operations, training, quality, and SIM teams
- Driving Knowledge Base utilization and closing identified knowledge gaps
- Ensuring agent understanding of the Knowledge Base roles, structure, and navigation
- Working with the training team to optimize training contents related to KB content
- Providing ongoing administrative support and maintenance for the Knowledge Base
Skills
- 3- 5+ years of experience in a related field with prior working experience in Service Desk, training/ KM functions
- Excellent verbal and written communication skills
- Ability to design and document work processes
- Good Knowledge Management skills
- Strong interpersonal skills, including listening skills, and ability to consult with/work with operations managers, client employees, IT support teams and other stakeholders
- Presentation skills
- Knowledge of Technical Service Desk function
- Knowledge and working experience of common ITSM Tools like ServiceNow
- Knowledge of KCS methodology
Desired skills, Certifications:
- Certifications - ITIL, Knowledge Management
- Ability to analyze knowledge gaps
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use and email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
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