Knowledge Manager

1. REQUIREMENTS:

• Excellent English skills both verbal and written;
• French is a bonus;
• Advanced understanding of MS Office package (Word, Excel, Powerpoint);
• SNOW ticketing tool knowledge it is a plus;
• Ability to interpret technical issues for a less technical audience and work under pressure;
• Be able to work with minimum supervision and perform under pressure to tight deadlines.
• Able to work effectively and be flexible;
• Be pro-active;
• Team player with the ability to build relationships with both colleagues and external clients;

Professional competencies:

• Attention to Details
• Communicating
• Decision Making & Judgment
• Time /task Management
• Data Gathering and Research
• Knowledge Sharing / Leveraging Knowledge

2. POSITION PURPOSE AND SCOPE OF WORK:

• Ensure that knowledge is created, reviewed and approved, in accordance with the knowledge management process
• Work together with Front line and Resolving teams to create new solutions /amend existing solutions / delete the obsolete solutions
• Offer training related to the knowledge management tool;
• Realise periodically service reports or ad-hoc reports requested by SDM /OPM /TL;
• Ensure accuracy and consistency of the knowledge database;
• Build and maintain effective working relationships with Customers Knowledge Managers & client SMEs;
• Maintain up to date Knowledge Management work instructions and procedures;
• Ownership over VA/Chat knowledge articles

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, a people company with more thanpeople worldwide, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working, the Collaborative Business ExperienceTM. The Group relies on its global delivery model called Rightshore®, which aims to get the right balance of the best talent from multiple locations, working as one team to create and deliver the optimum solution for clients.