Track Manager - Knowledge Mgmt, ServiceNow

Job Summary

This is a SIAM Managed Services (Operate) position, and we are looking for candidates with prior experience in ITSM Process operations handling more than one processes as a Process Manager while managing end to end service delivery in a multi-supplier environment. \r\n The role involves driving service integration, process management, governance and improvement activities for the Knowledge Management process in customer’s multi-supplier ecosystem.\r\n The selected candidate will be required to learn SIAM methodology and undergo series of trainings related to SIAM, ITSM within first 3 months of joining.\r\n The role involves driving process management, integration, governance & coordination activities for minimum 2 or more Process Areas.\r\n

Key Responsibilities

Responsible to manage and govern Knowledge Management process across service providers in customer’s IT environment. \r\n• Take the ownership to oversee the day to day operations relating to Knowledge Management and work towards process stability and maturity.\r\n• Must understand Service Providers\' SOWs (Statement of Work) for the process requirements agreed with the customer and ensure Service Providers are executing process in line with the agreed requirements as stated in the respective SOWs.\r\n• Establishing KCS (knowledge-centered service) model and enforcing the use of IT Knowledgebase among Service Desk, service providers for resolving incidents accurately and fastly.\r\n• Encouraging and fostering a culture of maximum contribution of knowledge by service providers.\r\n• Proof-reading of technical content ensuring Knowledge articles are written in the appropriate template, content is written in a consistent manner with easy flow and suitable for the selected target audience.\r\n• Review knowledge articles at predefined intervals to ensure that the articles remain current and relevant.\r\n• Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements.\r\n• Ensure that the defined Knowledge Management policies are in place to meet customer requirements and ensure they are being adhered to. Communicate new and changed Policies and procedures.\r\n• Ensure Knowledge Process compliance, audit process, and provide necessary feedback to Service Providers for improvement.\r\n• Develop standard formats for knowledge submissions and socialize them with all service providers.\r\n• Analyze new knowledge submissions and work with the submitter of the knowledge to identify search parameters, product and operational categorizations.\r\n• Operate periodic knowledge archiving procedures to perform effective housekeeping of the knowledgebase.\r\n• Identify and implement process improvements and ITSM platform/integration enhancements relating to same.\r\n• Ensure Knowledge Management KPI’s/SLA’s are reviewed at agreed frequency and analyse/review for improvement. \r\n• Consolidate reports related to Knowledge Management from all Service Providers.\r\n• Take the ownership of Process Data, maintenance & update along with defining Functional requirements for changes, enhancements in the Knowledge Management Process workflows.\r\n• Provide guidance to internal and external Service Providers in fulfilling their Knowledge Management roles and responsibilities. \r\n• Conduct regular trainings for process awareness and improve process compliance.\r\n• SIAM process managers may be required to Drive and lead Major incident bridges. \r\n

Skill Requirements

Very strong Influential relationship management skills with stakeholders, senior management, colleagues and external service providers. \r\n• Excellent communication and presentation capabilities with the ability to interact and influence at all levels of the organization.\r\n• Strong oral and written communication skills.\r\n• Strong knowledge and understanding of ITIL best practices framework.\r\n• Ability to prepare and enhance process documentation.\r\n• Strong Analytical, critical thinking, outcome-oriented, problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.\r\n• Supervisory skills and the ability to leverage support from other parts of the organization.\r\n• Proven expertise in managing multiple stakeholders at all levels of the organization specifically at the senior management level.\r\n• Demonstrate a very high level of political and business acumen; acutely aware of organizational sensitivities.\r\n• Sound understanding of various IT technologies/domains.\r\n• Coordination, negotiation, and persuasion skills.\r\n• Pursue passions beyond work and invest in self-development.\r\n• Expert proficiency with Microsoft office Suite programs such as Excel (including Pivot Tables, array functions, Power Pivots, macros etc.), powerpoint, Word, Share Point etc.\r\n• Good to have experience in Power BI, Tableau etc. for building and publishing interactive, visually appealing reporting dashboards.\r\n

Other Requirements

ITIL Certified