Knowledge Manager

CANDIDATE’S PROFILE

• Experience in/knowledge of Service Management processes and ITIL
• ITIL certificate would be a benefit (ideally, Service Design or ITIL Service Transition)
• Business process expertise
• Project management experience/awareness
• Interpersonal skills, to help negotiate priorities and to resolve queries and issues related to the project or work area
• Knowledge of customizing and/or implementing ITIL aligned processes
• Analytical skills to evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
• Understanding end to end business processes
• MS Excel
• Experience in ServiceNow tool would be an asset
• Fluent English, written and verbal

ROLE DESCRIPTION

As Knowledge Lead you will be responsible for efficient Knowledge Management process delivered to Carnival Client. You will manage KM process and will be responsible for the overall process operation and performance.

MAIN ACCOUNTABILITIES

• Accountable for end-to-end KM process
• Defines goals and core requirements of the KM process
• Monitors process performance metrics and Key Performance Indicators (KPIs)
• Reviews opportunities and provides approval for process enhancements, corrections
• Ensures all changes to Knowledge Base are being performed under process control
• Accountable for overall process operation and performance
• Cooperates with SD Knowledge Managers to ensure that:

- inputs, outputs and interfaces for the process activities are correct
- calls and operational meetings as required by process are organized and chaired
- the use of the Knowledge Base amongst all process stakeholders is popularized
- KPIs for knowledge usage, knowledge creation and knowledge validation are monitored
- quality check and reporting is performed
- support and coordination of people involved to follow the process as required is in place
- any deviations from process and procedures are escalated
- Knowledge Management documentation is maintained
- enhancement and improvement opportunities and are identified and applied to the process