Knowledge Management

SE  ‐ Onsite
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Description

Knowledge Management Function Resource

The primary objective of Knowledge Management is to structure the methods for capturing and retaining an organization's knowledge; and ensure this can be delivered to the right people, at the right time. Knowledge Management should also consider ensuring that sensitive information is protected from people who should not have permission to access it.

Role Description KMF Resource

The KMF Resource provides the final review of articles prior to publishing. They ensure that corporate style rules have been adhered to and ensure that a previous review has taken place and that all necessary checks are cleared. They will validate the ownership of the article, ensuring that notifications are sent to the right people when an update is required. They are responsible for the articles within the KMF Support Groups and act as the custodians of those articles and must ensure that sufficient knowledge is captured and that it is maintained in line with the Knowledge Management Process, Policy and Procedures. They will also assist with any coordination activities necessary to ensure that the articles created or routed to the KMF are handled efficiently.

The KMF Resource must also be able to assist in one-time IT activities, projects and programs in need of Knowledge Management resources. The scope start from the Junior level to be available as a Project Resource, to Middle level to coordinate Knowledge Management activities to finally at Senior level drive and follow up goals/targets as well as assist with Knowledge Management perspectives in Strategy and Design phases.

Role Context

The KMF Resource act to secure the service delivery in both proactive and reactive situations (eg securing a new delivery or ensuring the appropriate handling of articles). Coordination can be applied to resources or tasks/activities. Language is a very important skill to the KMF Resource and it is required to have excellent skills in both English and Swedish to be able to communicate both internally within HCL and externally with customer representatives.

Responsibilities

  • Evaluate approvals in regard to KM procedures and then either Reject, Approve or mark them as Hold if more time is required,
  • Ensure new or updated Knowledge Articles followed the process.
  • Review New and Updated Knowledge Articles against style guides
  • Validate the visibility and ownership of Knowledge Articles and ensure that they are written with the correct user base in mind (eg not too technical for the Service Desk 1st-line to use)
  • Accountable for task progress throughout the process, ensuring that the execution is performed in a timely and prioritized fashion.
  • Responsible for follow up of performance measurements within his/her assigned area.
  • Maintain knowledge within their subject domain
  • Enact any improvement plans provided by the Process Manager
  • Request retirement of articles that are no longer needed
  • Create Update requests for articles with poor usage ratings.
  • Identify new Knowledge Articles in line with the Knowledge Management process and policy.
  • Provide new review dates for articles.
  • Ensure that articles are successfully routed to the right groups.
  • Identify articles that should no longer appear in searches.
  • Run zero search results reports to identify search terms within the KMF Support Group articles. This will identify synonyms .keywords and categorizations that users use.
  • Ensure that update requests do not persist for an unnecessarily long time.
  • Identify Articles which have not been used for 18 months and review for possible retirement.
  • Proactively identify articles that no longer have a valid owner (due to leavers and movers) and ensure they are redistributed to a suitable owner.

Skills and Competencies

  • Good Knowledge of the ITS organization and services
  • Good understanding of IT policies, procedures and standards
  • Understanding of Incident/Problem/Change Processes and how they interact with Knowledge Management
  • Deep understanding of Corporate style guide
  • Deep understanding of Knowledge templates
  • Deep understanding of groups, corporate structure and customers
  • Excellent understanding of Knowledge Management process, procedures and policies
  • Excellent Language Speech and Written: English
  • Excellent Language Speech and Written: Swedish

Training

  • BMC Remedy Knowledge Management 8.0 (WBT)
  • ITIL v3 Foundation, optional
Start date
n.a
From
HCL GB Ltd
Published at
15.10.2016
Project ID:
1221323
Contract type
Freelance
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