Overview
The objective of the role is to support the KM lead in some of the important
Knowledge Management, Knowledge Frameworks and Service Delivery Compliance
activities for the Commercial Sales in Hyderabad Business Services and the
Global Business Services.
Responsibilities
Support the KM leader in the following activities:
* Core Deliverables: Managing knowledge-creation through managing the technical KM tools and sites, proven capacity to analyze and synthesize data, Stakeholder Management, Knowledge champions engagement, and KM site and community engagement.
* Implementing and transitioning work instructions from repository into ServiceNow. Perform sample audits to ensure that the documentation quality is being maintained.
* Create reports and gap analysis to enable the teams to focus on the correct areas on KM and improve the content creation
* Bring innovative approaches and tools to create, manage and disseminate content.
* Collaborate across global business services to execute KM programs, consistency of user-experience and connection to common areas of interest
* Set up and support communities and collaborate through seeding of relevant communities, curation of relevant content and leverage collaborative sharing tools (e.g. blogs, discussion boards)
* Focus on content quality, audit and consistency. support internal and external audits
* Interact with functional stakeholders along with global KM team to drive/oversee the execution of KM programs and projects
* Provide input towards continual refinement and evolution of knowledge plans and strategies for KM Programs. Also assist in transforming key information and intellectual capital into value, working in partnership with the Functional Knowledge Leads
* Own creation and distribution of metrics and analytics dashboards detailing the use and adoption of KM programs. Device an action plan based on the metrics report and lead implementation
Qualifications
* Professional with 2-3 years of knowledge management experience; familiarity with executing KM projects, client service/account team experience a plus
* Content creation and project management skills, knowledge of knowledge authoring tools is an advantage, like (UI Path, or Epiplex, Captivate etc.)
* GBS experience in large scale global organizations is essential
* Knowledge of knowledge management-related platforms (e.g. ServiceNow, Sharepoint), electronic knowledge, repository management, intranets/portals, collaborative and social media tools, search, ontologies/taxonomy, data structures, and KM processes
* Ability to work in a matrix organization and deal with ambiguity
* Leadership experience with ability to manage multiple projects, stakeholders, and client/account teams
* Candidate should be adaptive and flexible as conditions change and have experience working as a change agent to influence others
* Strong verbal/written communication, presentation and relationship building skills - Incl - virtual teams/clients
* Critical thinking and proactive problem-solving abilities
* Team player as the candidate is required to work closely with the global KM team
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