Job description:

Job Title:Knowledge Manager Job Category:Service Excellence/Service AssuranceDepartment/Group:Value Plus PRF NO: 1979014, 1962823, 1979014Location Multiple Job DescriptionROLE AND RESPONSIBILITIES Collaborate with key leaders to define data needs Develop and implement a comprehensive, innovative knowledge/content management structure to ensure the efficient dissemination of information across a broad spectrum of functions and users Drive the development and implementation of important information to improve service Develop comprehensive professional development to train employees to access and analyze data throughout the organization Develop strategies for long-term, sustainable systems to support the delivery of instruction Facilitate communication between stakeholders, successfully facilitating necessary negotiations Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations Maintain currency of knowledge with respect to relevant curriculum, technology, marketing, and/or systems Gather data on user experience and implements plans of action to improve user experiences Provide general leadership, guidance, and support to relative team members in order to collaborate, give feedback, develop plans, and reach team and individual goals Working knowledge of ITIL framework. Prior Service desk experience a must Experience in online knowledge management, knowledge management tools Experience in Content writing and instructional design Exposure to similar role for a minimum of 1 Year. Experience of working in 24/7 environment. Experience with Excel, Access and other database programsExperience Desirable 2 year or more experience in similar role. Experience on Desktop support, application supportSkills and Knowledge Strong interpersonal skills Accredited certification on Content Writing / Instructional design Accredited certification on Knowledge management is added advantage Excellent written and oral communication skills; demonstrated experience in the ability to communicate with, engage and inspire a wide range of audiences Ability to develop, plan and implement short and long-range goals Ability to keep current on technological developments/trends Ability to evaluate resources for applicability to projects Ability to write and deliver complex documents for sophisticated audience.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases