Knowledge Specialist DE ITSD

at  Deloitte

GENERAL INFORMATION

Position
Knowledge Specialist DE ITSD
Work arrangement
Full-time
City
Gdansk, Katowice, Krakow, Lodz, Poznan, Rzeszow, Szczecin, Warsaw, Wroclaw
Country
Poland
Department
Business Services Center (PL)
Team
Global Contact Center - Customer Service
Area of interest
Customer Experience & User Experience, Customer Service, IT - Services
Way of work
Remote

REQUIREMENTS:

• At least 1 year experience in GCC.
• 2+ years combined experience in knowledge management, project management, service delivery and/or contact centers.

SKILLS:

• Articulate information and processing in writing.
• Organize writing in a logical and coherent manner.
• Conduct research to obtain required information for knowledge communication.
• Leverages tagging when writing leading to valuable output when users search knowledge bases.
• Knowledge in THML, JAVA, project management, repository management, web content management and relevant technical tools.

PREFERRED QUALIFICATIONS:

• Experience creating support documentation (QRG, manuals, “how to” documents, etc.)
• Experience managing intranets, portals, collaborative and/or social media tools.

As a Knowledge Analyst, you will author, review, edit and publish knowledge articles which serve to provide practitioners and GCC analysts with answers necessary to support inquiries. Knowledge articles will be well-written, efficient to navigate, and tagged in a way they are returned with appropriate inquiries. Knowledge analysts ensure both support staff and employees have sufficient data needed to quickly and effectively locate content which supports resolving issues by creating and maintaining knowledge repositories that help improve knowledge sharing and promote learning, collaboration, and innovation.

• Write, review, edit, and publish knowledge articles with a high degree of accuracy and consistency on a deadline.
• Prioritize requests and work with application and process owners or subject matter experts (SMEs).
• Creates self-service knowledge content for direct user consumption via the ServiceNow Service Portal to help users quickly resolve their issues.
• Evaluates and provides feedback on knowledge articles submitted to content authors to drive knowledge accuracy and efficacy.
• Builds strong working relationships with cross cultural teams ensuring the free flow of information throughout the support environment

As a Knowledge Analyst, you will author, review, edit and publish knowledge articles which serve to provide practitioners and GCC analysts with answers necessary to support inquiries. Knowledge articles will be well-written, efficient to navigate, and tagged in a way they are returned with appropriate inquiries. Knowledge analysts ensure both support staff and employees have sufficient data needed to quickly and effectively locate content which supports resolving issues by creating and maintaining knowledge repositories that help improve knowledge sharing and promote learning, collaboration, and innovation.

• Write, review, edit, and publish knowledge articles with a high degree of accuracy and consistency on a deadline.
• Prioritize requests and work with application and process owners or subject matter experts (SMEs).
• Creates self-service knowledge content for direct user consumption via the ServiceNow Service Portal to help users quickly resolve their issues.
• Evaluates and provides feedback on knowledge articles submitted to content authors to drive knowledge accuracy and efficacy.
• Builds strong working relationships with cross cultural teams ensuring the free flow of information throughout the support environment.