• Job Description

  Req#: 22-05510
  
  Job Title: Global Knowledge Management Process Specialist
  Work Location: Prefer onsite but manager will review remote workers. Remote workers must be in the United States and able to work Eastern Standard time hours.
  
  Duration: 6 months to start but could be extended to 12 months
  
  ServiceNow experience preferred. KCS background a plus.
  
  • 5+ years of direct experience in Knowledge Management (KM), Knowledge-Centered Service (KCS), or related positions in a B2B environment.
  • Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience preferred.
  • Experience working in an IT Service Management organization and ITIL awareness a plus.
  
  Job Description:
  
  • Solid understanding of enterprise Knowledge Management and portal technology. ServiceNow experience required. Experience with Client ALM application a plus.
  • 5+ years of direct experience in Knowledge Management (KM) process and technical support.
  • Experience working in an IT Service Management organization, ITIL and IT Development lifecycle management.
  
  
  Requirements
  • Excellent technical and analytical skills. Must be detail oriented and must be able to articulate process, technical gaps, issues and make recommendations for improvement
  • Demonstrated ability to work independently and as part of a team
  • Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience required.
  • Experience with Client ALM required.
  • Strong writing, interpersonal communication skills and proven ability working directly with key stakeholders, team members, technical experts, and professional staff
  • Organized and efficient, with the ability to stay on schedule under tight, frequently changing business deadlines.
  • Understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels).
  • Direct experience translating complex ideas and information to produce organized, guided resources and procedural documentation to enhance the self-service experience.
  • Ability to develop and deliver training content in various channels and formats including live remote and recorded presentations and demonstrations.
  • Ability to coach groups and individual knowledge contributors in KM best practices, e.g., using step/action commands, importance of article titling, etc.
  • Ability to create meaningful scheduled and ad hoc reports, analyze knowledge data and translate to consumable and actionable monthly metrics.
  • Expert knowledge of Microsoft Office suite (Excel, Word, PowerPoint, Visio, etc.) Outlook and SharePoint.

• About the company

  Intelliswift has been a top IT & Software solutions company in USA which provides end-to-end IT services and building strong digital foundations

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