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KNOWLEDGE MANAGER (with fluent French)

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KNOWLEDGE MANAGER (with fluent French)

Purpose of role:

The Knowledge Manager is responsible for building knowledge content – both process and technical knowledge – for one of the clients of Unisys, coordinating knowledge changes and implementing the changes for all delivery teams.

Key responsibilities / outcomes:

  • Own the Steady State Knowledge Management Process, releasing the Service Managers and the team leads to focus on the actual delivery - SPOC for the customer on Knowledge Management matters
  • Manage account’s knowledge and identify areas where the required technical or procedural knowledge is missing
  • Build knowledge content, coordinate knowledge changes and implement the changes for all delivery teams (process and technical knowledge)
  • Review ticket history to identify opportunities of improvement
  • Organize customer workshops to do periodic knowledge reviews and assure that any resulting changes are implemented
  • Responsible for maintaining training curriculum up-to-date and for building new modules when required or by coordinating such to be built by the Unisys trainers
  • Keep a constant commitment on improving the functionality of the KM tools
    • More automation
    • Better functionality
    • Better integration with other tools
  • Lead Weekly sessions with L3 teams to identify opportunities to reduce dispatch & referral rates – build required content and release it accordingly
  • Ability to work across all Delivery Towers (PMO included) and assure integration and collaboration between each other, as well as the ability to share best practices with other Knowledge Managers, bringing the possibility to leverage knowledge from one account to another in a much easier manner
  • Maintain Team Rooms’ information & knowledge

Professional experience:

  • At least 2 years proven track record as successful team-lead or project manager preferably in an IT Managed Services environment
  • Experience in knowledge management and customer facing field is required

Education and qualifications:

  • Minimum Bachelor’s degree

Technical skills:

  • Excellent MS Office Skills
  • Knowledge of ITIL processes is highly beneficial
  • Knowledge of network and systems management is an advantage
  • Knowledge of call logging tools such as ServiceCenter or BMC Remedy is required
  • Experience in using tools such as RoboHelp, Life Ray and Right Now console is an advantage

Language skills:

  • Fluency in English and French is mandatory

Personal skills:

  • Good organizational skills
  • Versatility and adaptability
  • Focus on results and deliverables
  • Solution-oriented
  • Proactive approach

Additional information:

  • The Knowledge Manager has no direct subordinates but some people management may be necessary.
Helyek Budapest
Kategória IT / Informatika
Mérnök / Műszaki
Szervezés / Menedzsment / Cégvezetés
Minimális tapasztalat 2 év
Szükséges iskolai végzettség Főiskolai végzettség
Munkaidő tipusa Teljes munkaidő
Elvárt nyelvtudás Angol, Francia
Aktiválás időpontja 2016.11.23.
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