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Knowledge Management Analyst - Service Desk at NTT DATA
Noida, Uttar Pradesh, India -
Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Knowledge Management, Communication Skills, Interpersonal Skills, Presentation Skills, ITSM Tools, Service Desk, Training, Documentation, Analytical Skills, KCS Methodology, Technical Support, Process Design, Reporting, Content Creation, Knowledge Base Utilization, Stakeholder Consultation

Industry

IT Services and IT Consulting

Description
Working with the client and/or dedicated project team to identify needs relating to Knowledge Content Working with the client to obtain information and to review and approve the content Creating/Writing accurate and effective Knowledge Articles to enable support for the account, and loading them to the defined Knowledge Base (KB) Working with corporate KB team to create/establish dedicated client site and ensure agent access is established/granted Reporting on progress, issues, and risks to project leader during planning, implementation, stabilization and/or steady state phases Providing consistent and timely reporting and information to customer, operations, training, quality, and SIM teams Driving Knowledge Base utilization and closing identified knowledge gaps Ensuring agent understanding of the Knowledge Base roles, structure, and navigation Working with the training team to optimize training contents related to KB content Providing ongoing administrative support and maintenance for the Knowledge Base 3- 5+ years of experience in a related field with prior working experience in Service Desk, training/ KM functions Excellent verbal and written communication skills Ability to design and document work processes Good Knowledge Management skills Strong interpersonal skills, including listening skills, and ability to consult with/work with operations managers, client employees, IT support teams and other stakeholders Presentation skills Knowledge of Technical Service Desk function Knowledge and working experience of common ITSM Tools like ServiceNow Knowledge of KCS methodology Certifications - ITIL, Knowledge Management Ability to analyze knowledge gaps
Responsibilities
The Knowledge Management Analyst will work with clients and project teams to identify knowledge content needs and create effective Knowledge Articles for the Knowledge Base. They will also report on progress and ensure agent understanding of the Knowledge Base structure and navigation.