Job Description

Req ID: 206909

NTT DATA Services 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 Engineer to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Knowledge Engineer

Primary Purpose

The primary purpose of the Knowledge Engineer is to effectively manage the knowledge to ensure World Class Service is provided.

Lines of Reporting

The Knowledge Engineer reports directly into the Service Desk Manager.

MAIN DUTIES

The Knowledge Management Analyst is responsible for creating and updating best-in-class documentation for the knowledge management team. The knowledge management analyst translates technical knowledge into specific troubleshooting steps for support personnel. The ideal candidate has strong technical writing skills. He or she possesses the ability to quickly learn new technological concepts and then is able to explain these concepts in easily understood manner.

Responsibilities:

• Create technical documentation for multiple audiences.
• Interview subject matter experts and convert this information into troubleshooting documentation.
• Follow knowledge management best practices.

• Promote knowledge management to other areas within the company.
• Translate complex documentation into basic terms.
• Make updates to existing knowledge and take action based upon technician feedback.

Competencies and Skills:

• Understanding of Knowledge Management best practices
• Strong Communication skills:
• Must have ability to communicate to multiple audiences
• Ability to communicate complex issues in layman's terms

• Ability to work with shifts in workload and short timelines
• Detail oriented - strong attention to grammar and format
• Ability to multi-task
• Excellent interpersonal skills - approachable
• Ability to think critically by using logic and reasoning to identify the strengths and weaknesses of potential solutions

Qualifications

• Service desk/call centre experience
• Technical writing and or documentation experience

• Bachelor's degree in English or Technical writing - equivalent life/work experience

Preferred:

• Familiarity with Knowledge Management best practices
• Experience with self-service implementation

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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