Knowledge Management Analyst

Job Description

Work youll do Governance of Operational Activities on My Support: Oversee the self-service platform (My Support) for UK users within Service Now by monitoring articles for compliance issues, incorrect ownership, and inaccurate information. Quality Assurance of Knowledge Taxonomy and Articles: Ensure that the content across various business areas adheres to established standards of quality and consistency. Feedback Management: Track and review My Support articles that receive ratings of two stars or below over the last 30 days, including those marked as not useful or flagged for attention. Content Creation and Governance: Responsible for drafting articles, maintaining governance standards, managing the approval process, and addressing feedback on knowledge articles, utilizing MS Excel for task tracking. Additional Responsibilities may include: Generate documentation, update records regularly, provide training, and support the UK team with ad-hoc or project-related tasks. Reporting and documentation: Ensuring accurate information is recorded, in-line with team documentation agreements. Updating Standard Operating Procedures for the USI team. Providing Ad-Hoc Service Now reports to stakeholders as required. Updating monthly snapshot at the end of each month. Continuously improving processes: Identifying areas for improvement in USI team processes Suggesting and supporting with implementing those changes to ensure that the team is working effectively and efficiently. Supporting with Ad-hoc activities and tasks: E.g., article uplifts and generation of Service Now report as required. Stakeholder management: Engage article owners/authors as needed, using written or verbal communication, Utilize assistive tools (such as PairD) to ensure e-mail communications are effective and efficient. Work Location: India - Hyderabad Timings: 2 PM to 11 PM Qualifications Education: Graduate Interpersonal Skills: Exceptional verbal and written communication skills in English. Demonstrates initiative and maintains effectiveness under pressure with conflicting or imminent deadlines. Goal-oriented with the ability to rapidly adjust to shifting business priorities. Proficient in building relationships and introducing new ideas. Detailed-oriented with strong ownership, decision-making, and execution skills. Effective team player with experience in virtual team environments. Professional Experience: At least two years of experience in a professional services environment. Entrepreneurial mindset characterized by a proactive and results-driven approach. Skilled in identifying and defining client requirements. Technical Skills Levels: Advanced proficiency in Microsoft Word and Outlook. Intermediate proficiency in Microsoft Excel and PowerPoint. Desirable Skills: Prior experience in a professional services setting. Familiarity with ServiceNow or other CRM tools. Role & responsibilities Preferred candidate profile