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Transition Knowledge Manager (with fluent English) Job

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Job Title: Transition Knowledge Manager (with fluent English)
Job ID: 287347
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Purpose of role:

The Transition 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:
- Knowledge Transfer Activities: collect information and knowledge about customer IT organization, processes, IT infrastructure, applications, etc. which will need to be disseminated and structured in order for Unisys to be able to deliver contracted services to our customer. At times, the candidate will be required to travel to the customer site to conduct these knowledge transfer activities;
- Knowledge Transfer activities will benefit the Service Desk, Unisys Deskside Support & Infrastructure Teams (SMC, SOC, etc.)
- Be able to coordinate and lead the knowledge management stream for a new account implementation, with little supervision from management and successfully implement the KM product;
- Be able to deliver customer assessment documents, contractually required, and, at times, assessment documents that will help recruitment or the project's implementation manager.
- Implementation of the Help Files - process repository tool used by the Service Desk to diagnose and route incidents. You will be expected to, structurally, write strong and coherent low-level work instructions specific to a customer;
- Build technical articles/solutions to include in a knowledge base, which will be used to solve technical queries and raise Unisys Resolvable incidents;
- Build training materials/modules and deliver, when required, the first session to all Unisys delivery staff;
- Contribute to the implementation and set-up of the ITSM or other ticket logging tools Production Environment for each new client;
- Enter Information in SharePoint Website Collections;
- Participate, actively, in Improvement plans and Implementation of Change Requests that will be beneficial to the Global Operations;
- Monitor/track project milestones relating to the team's deliverables and fulfill any other associated administrative tasks.
Professional experience:
- A minimum of 2 years proven track record as a successful knowledge manager, project manager or transition manager in an IT Managed Services environment is a must
- A proven track record of at least 2 years of experience in the knowledge management field is required
- A proven track record of at least 2 years of experience in transitions in an IT Managed Services environment is required
Education and qualifications:
- Minimum Bachelor's degree
Technical skills:
- Excellent MS Office Skills, including MS Visio and MS Project
- Knowledge of ITIL processes is highly beneficial
- Knowledge of network and systems management is an advantage
- Knowledge of call logging tools such as ServiceNow or BMC ITSM Remedy is required
- Experience in the use of Knowledge Management tools such as Service Knowledge Management, Remedy KM, SNOW KM, RoboHelp or other industry standard knowledge bases
Language skills:
- Fluency in English is mandatory
- Good written English is mandatory
- Fluency in German or French is an advantage
Personal („soft“) skills:
- Good organizational skills
- Versatility and adaptability
- Focus on results and deliverables
- Solution-oriented
- Proactive approach
Additional information:
- The Transition Knowledge Manager has no direct subordinates but some people management may be necessary.
Deadline of application submission: 29th April 2015, 14:00h

Closing Statement

In return, we offer a competitive compensation package and the exciting opportunity to be part of a rapidly growing international company. Successful applicants can look forward to challenging career prospects.

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