Job Description

(Posting). Job SummaryKnowledge manager is responsible for knowledge dissemination in an organization and make sure that knowledge is flowing efficiently throughout the organization. A knowledge manager is solely responsible to make sure that every individual in the organization is aware about the happenings of the organization. Knowledge managers are also responsible for interaction with the client and assisting them in accessing the knowledge management resources available within the company.Essential Duties and Responsibilities Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits Interact with the staff members, unit managers and the clients. Act as a mediator to answer the queries of the clients and staff about the knowledge management products and practices Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools Being responsible for the analysis of social networks and formation of communities of practice within the organization Encourage the staff and workers to share knowledge effectively and efficiently Skills and Abilities Knowledge managers should have in-depth information of the databases maintained by the organization They should have good communications skills and expert planning skills Should be able to transform the ideas of management and implement appropriate solutions in the organization Good analyzing skills and ability to tackle critical situations Ability to maintain constructive work relationships with the employees of all the departments seniors as well as juniors Leadership quality and ability to supervise and guide the employees Education / Expertise Must be a Graduate. B.Tech/B.E or any other technical degree preferred Overall 5 to 7 years of Experience, with minimum 3 years of experiences as Knowledge Manager. Should be ITIL certified (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Qualification BE/B.Tech (Hons) Skill (Primary) CFS-Processes-IT Process Engineering

foundit