KNOWLEDGE MANAGEMENT ANALYST - - Start ASAP

In the Company’s Managed Services Centre we offer a comprehensive, integrated suite of services to manage each client’s distributed computing environment as a single entity, all with a single point of contact. In Europe, we deliver these services from a secure Managed Services Centre (MSC) in the Hoofddorp area.

Knowledge Transfer Management involves a great deal of flexibility and wide knowledge and therefore you must be ready to cope with different activities. You will be collecting knowledge and information about customer processes and applications which is needed by operational staff in the department in order for the MSC Operations to be able to provide the agreed services to the customer. In order to do so, you need to be prepared to travel over Europe to participate in knowledge transfer activities

Responsibilities

• Data Gathering Activities: collect information and knowledge about customer IT organization, processes, IT infrastructure, applications, etc. which will need to be disseminated and structured in order for the Company to be able to deliver contracted services to our customer. At times, the candidate will be required to travel to the customer site to conduct these activities;
• Coordinating and leading the knowledge management stream for a new account implementation, with little supervision from management;
• Delivering customer assessment documents, contractually required, and, at times, assessment documents that will help recruitment or the project’s implementation manager.
• Implementation of the Help Files – process repository tool used by the Service Desk to diagnose and route incidents. You will be expected to, structurally, write strong and coherent low-level work instructions specific to a customer;
• Build technical articles/solutions to include in a knowledge base, which will be used to solve technical queries and raise Service Desk Resolvable incidents;
• Build training materials/modules and deliver, when required, the first session to all agents, mentors and the Company’s trainers;
• Contribute to the implementation and set-up of the Peregrine Service Center or BMC Production Environment for each new client;
• Enter Information in SharePoint Website Collections;
• Participate, actively, in Improvement plans and Implementations of Change Requests that will be beneficial to the Global MSC Operations;
• Monitor/track project milestones relating to the team’s deliverables and fulfil any other associated administrative tasks.

Position Requirements/Qualifications

A suitable candidate combines an interest in administrative tasks, implementation capabilities and a technical aptitude. You should see yourself reflected in the following requirements:

• Minimum Bachelor’s Degree;
• Excellent (Native or near-Native) English communication skills, verbal and written. Good command of other languages is extremely beneficial.
• At least 2 year proven track record as successful mentor/team-lead; experience beyond this level will be a great advantage;
• Excellent Knowledge and experience of Service Desk End-to-end Processes;
• Knowledge of ITIL processes – completed ITIL Foundation or desire to do so;
• Experience on the Knowledge Management field or related areas (e.g. Research);
• Knowledge of call logging tools, such as Service Center or BMC Remedy;
• Experience in using tools such as Robo Help and Right Now console is a plus;
• Excellent MS Office Skills, including MS Visio and MS Project. Technical IT skills are required for a variety of scenarios, but not for all activities carried out by the team. However, skills on the areas of network and systems management are an advantage;
• Determined problem-solving attitude; strong analytical and problem solving skills, logical and structured thinker;
• Customer Facing Experience is required, plus a passion for providing excellent service to our customers;
• Project Management, administrative and organizational skills; ability to work on multiple, dissimilar activities simultaneously;
• Strong team-oriented focus, flexible, stress resistant.

In return for your hard work and dedication, our client offers excellent remuneration, full travel expenses, reasonable working hours and the chance to enhance your career while working for one of the biggest names in the industry.


For more information on Madison Parker Contract Resources or this position, please call Rachel Wardle – Manager Contract Solutions on 0613642030 or email your resume directly to [Email hidden].