TECHNICAL SKILLS:

• Strong understanding of IT Service Management (ITSM) frameworks, especially ITIL.
• Experience with service desk operations and tools (e.g., ServiceNow, BMC Remedy).
• Familiarity with knowledge management systems and documentation tools (e.g., Confluence, SharePoint).
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

SOFT SKILLS:

• Excellent communication and interpersonal skills.
• Strong organizational and project management abilities.
• Ability to lead cross-functional teams and manage stakeholders.
• Analytical mindset with attention to detail.
• Ability to work under pressure and meet tight deadlines.

PREFERRED QUALIFICATIONS:

• ITIL Foundation certification (or higher).
• Experience in service transition or transformation projects.
• Prior experience in a lead or supervisory role within a service desk environment.
  At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
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• Lead and manage the knowledge transfer process during service transitions or onboarding/offboarding.
• Develop and maintain comprehensive knowledge transfer plans, schedules, and documentation.
• Collaborate with service desk teams, project managers, and technical SMEs to gather and document critical knowledge.
• Ensure all knowledge articles, SOPs, and runbooks are up-to-date and accessible.
• Conduct training sessions, workshops, and shadowing activities to facilitate effective knowledge sharing.
• Monitor and report on the progress and effectiveness of knowledge transfer activities.
• Identify knowledge gaps and implement strategies to address them.
• Ensure alignment with ITIL best practices and organizational knowledge management standards.