Job Description

Position Overview The Knowledge Manager is responsible for collecting, documenting, categorizing, processing, editing and publishing information needed by service desk employees in order to deliver the agreed service to customer, i.e., solve or forward incidents, answer questions and process service requests for the Service Desk. Key Responsibilities Responsibility to enable that all agents in the Service Desk have access to and are able to work with the solutions needed to solve a caller\'s issue (known issues). If required asks for instructions or clarifications from customer or external parties. (In addition to being accountable for new CR\'s and changes to existing service models that will impact the Customer FAQs, therefore a key stakeholder for this type of information flow.) Responsible for ensuring that all Service Desk agents have the required information to solve a caller\'s issue. Hence, they will indirectly ensure a high first contact solution rate and indirectly support Service Desk agents to resolve tickets. By transferring knowledge from existing to new projects, the knowledge management also supports new customer projects within the Service Desk. Collecting, documenting, categorizing, processing, editing, updating and publishing information. Clarification of unclear task descriptions between different support levels. Mitigating/\'translating\' technical descriptions into instructions that are suitable for the mass. Ensure continual cleanse to the DB reflecting only the most successful and up to date articles or documents are accessible. Making sure that implemented knowledge is considering the best and optimized way to solve the issues reported by customer. Contributing to the optimization of processes. Detecting and driving improvements by questioning all established processes and continuously looking for cost- and time-saving opportunities. Proactively inform the line manager about potential problems and offer improvement suggestion. If required, Knowledge manager (may be required to validate instruction either through the Ops or SDM community/teams) have to collect instructions or clarifications from external parties, but in the daily business the knowledge management usually communicates internally within the Service Desk. Responsible for Knowledge Base content maintenance by adding new information, removing old, editing change existing knowledge. Always share (new) knowledge to colleagues. Review usage of corporate knowledge base for all Service Desk assigned employees. Support job training to new colleagues and bring in ideas for training concepts for service desk agents. Required Qualifications Work Experience Min. 2 years\' experience in service and process oriented environment /service desk, minimum one year in DN Good language and editing skills for all document types. Good technical knowledge Very good command of English (written and spoken) Good knowledge of and experience in using the relevant tools and procedures. Very good skills in using MS Office products. Strong service orientation and very good understanding of processes and their interdependencies. Extended strength in communication, teamwork, processes and customer orientation. Extremely good organizational skills (well-structured/self-organizing) Requisition Employer Description

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