ServiceNow Problem and Knowledge Manager

at  Amer Sports

KNOWLEDGE MANAGEMENT:

• Category Management: Define and manage knowledge categories, orchestrating the day-to-day knowledge management processes with finesse.
• Content Excellence: Review and refine submitted knowledge articles, ensuring they meet the highest standards of content quality and accuracy.
• Expert Collaboration: Collaborate with support team experts to validate content, ensuring it meets user needs and technical accuracy.
• Innovative Solutions: Identify and develop new content and solutions, addressing the evolving needs of end users.
• Template Mastery: Design and maintain intuitive knowledge templates, encouraging a culture of contribution and shared expertise.

WHAT YOU WILL BE DOING:

As the ServiceNow Problem and Knowledge Manager, you will be the Process Owner of our Problem and Knowledge Management processes. Your role will be crucial in configuring Problem Management settings, acting as a Problem Coordinator, and ensuring problems are permanently resolved or prevented. Additionally, you will perform administrative functions for the knowledge bases, managing categories, pinning important articles, and approving changes.

SCOPE OF RESPONSIBILITIES:

In this dynamic position, you’ll wear two crucial hats: Problem Coordinator and Knowledge Management Expert. You’ll be responsible for tackling complex IT issues, ensuring permanent solutions, and fostering a thriving knowledge base that empowers our users.