Hybrid Intermediate Knowledge Management Specialist at CDM Smith
CDM Smith · Bangalore, India · Hybrid
- Professional
- Office in Bangalore
Job Description
Knowledge Capture:
Collaborate eiciently across the organization with stakeholders, change management,
service teams, trainers, curriculum developers, and subject matter experts to create
and maintain both new and existing knowledge bases (KBs).
Identify and document essential knowledge from diverse sources within the
organization.
Establish writing standards based on best practices for knowledge bases and develop
the team to ensure they meet or exceed these standards.
Lead, mentor, and cultivate a team of authors from each department.
Validate and approve new articles.
Validate and approve existing articles with the most recent updates.
Knowledge Utilization:
Instruct the team to associate KB articles before finalizing incidents.
Verify the accuracy of linked KBs.
Identify opportunities to reduce Mean Time to Resolution (MTTR) through eective
utilization of KBs.
Knowledge Sharing:
Facilitate the sharing of knowledge through platforms such as intranets, wikis, and
forums.
Collaborate closely with trainers to ensure that highly utilized KBs and new process
updates are incorporated into the training program.
Knowledge Maintenance:
Ensure that knowledge is updated regularly every three months.
Ensure that knowledge articles are maintained in the appropriate status.
Comply with Service Level Agreements (SLAs) regarding KB update frequency, KB linking
percentage, and KB linking accuracy.
Minimum Qualification:
Bachelor’s degree is required, preferably in Computer Science.
Group
Employment Type
Minimum Qualifications
Skills: Strong interpersonal and customer relations skills.
Proficiency in written and verbal communications.
Eective time management and organizational skills
Experience with IT Service Management tools.
Why CDM Smith?
Join Us! CDM Smith – where amazing career journeys unfold.
Imagine a place committed to offering an unmatched employee experience. Where you work on projects that are meaningful to you. Where you play an active part in shaping your career journey. Where your co-workers are invested in you and your success. Where you are encouraged and supported to do your very best and given the tools and resources to do so. Where it’s a priority that the company takes good care of you and your family.
Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world-class solutions and bring diverse perspectives. Join our team, and together we will make a difference and change the world.