Knowledge Curation - Knowledge Disseminator

Lenovo; São Paulo; Presencial; BRL 54 000 - 90 000; Tempo integral

Resumo da oferta

Lenovo is seeking a Knowledge Base Specialist within the Quality & Curation area to ensure knowledge content is accurate, accessible, and aligned with ITIL standards. You will create articles, update procedures, and validate content before publication, helping support teams resolve incidents faster and maintain consistent service.

You will also support AI initiatives, review chatbot prompts, identify automation opportunities, and train teams through materials and sessions, contributing to

Qualificações

• 1–2 years of experience working with knowledge bases.
• Experience with data management, reporting, and performance analysis.
• Diploma or degree in IT or business-related discipline.

Responsabilidades

• Create and update knowledge base articles based on operations solutions.
• Review content for accuracy and usefulness; publish validated procedures.
• Train teams and transfer knowledge; lead sessions.
• Support AI and chatbots with content validation and prompts.
• Analyze ticket trends to drive new content and process improvements.

Conhecimentos

Excellent written communication

Procedural writing

UX writing

Prompt creation and validation

Analytical thinking

Attention to detail

Influence without authority

Formação académica

IT or business-related degree

Ferramentas

ServiceNow

Jira Service Management

Microsoft 365

Windows

macOS

Linux

Descrição da oferta de emprego

The Quality & Curation area aims to ensure operational excellence, service quality, and continuous knowledge management within the Service Desk ecosystem, serving as a strategic pillar for improving the user experience, evolving processes, increasing resolution rates, and ensuring compliance with ITIL standards and contractual indicators.

The area is responsible for ensuring that processes, procedures, knowledge articles, training materials, and operational practices are updated, standardized, audited, and disseminated across all service lines, promoting a consistent operation focused on continuous improvement.

Day-To-Day Tasks

• Create new knowledge articles (KBs) based on solutions identified by the operation.
• Update technical procedures, FAQs, and manuals.
• Review existing content to ensure adherence to current processes.
• Correct articles with low usefulness ratings.
• Technically validate procedures before publication.
• Communicate process changes to support teams.
• Lead alignment and knowledge transfer sessions.
• Prepare training and refresher materials.
• Share new procedures, scripts, and operational guidance.
• Answer analysts’ questions about procedures and workflows.
• Identify knowledge gaps reported by the operation.
• Support teams in finding solutions for undocumented incidents.
• Transform solutions identified by specialists into reusable articles.
• Ensure knowledge is available to all support levels.
• Respond to user comments on knowledge base articles.
• Review article and catalog item categorization.
• Update metatags and keywords to improve searchability.
• Test links, workflows, and navigation within the knowledge portal.
• Conduct periodic audits of the knowledge base.

Support for Generative AI and Chatbots

• Validate content used by virtual assistants.
• Review prompts and AI-generated responses.
• Adjust chatbot conversational flows.
• Identify automation and self-service opportunities.
• Monitor the accuracy of automated responses.

Analysis and Continuous Improvement

• Evaluate articles with low success or approval rates.
• Identify recurring topics in tickets to create new content.
• Participate in root cause analysis for recurring incidents.
• Propose process improvements based on operational data.

Participation in Changes

• Participate in Change Management meetings.
• Prepare documentation for new systems, processes, and features.
• Create implementation, rollback, and contingency procedures.
• Update the knowledge base before production deployments.
• Measure the knowledge base’s impact on FCR and CSAT.
• Prepare reports on knowledge base usage and effectiveness.
• Present results and action plans to operations management.
• Creation, structuring, and maintenance of knowledgebases.
• Management of the knowledge article lifecycle.
• Curation of technical and functional content.
• Documentation of processes, procedures, and operational workflows.
• Organization and classification of information.

3. Communication and Writing

• Excellent written communication.
• Ability to write clear and objective procedures.
• Translation of technical content into simple language.
• UX writing techniques.
• Development of training materials, FAQs, and communications.
• Understanding of N1, N2, and N3 support processes.
• Knowledge of ITSM tools such as ServiceNow, Jira Service Management, etc.
• Knowledge of Microsoft 365, Windows, macOS, Linux, mobile devices, and network environments.
• Ability to understand technical solutions and document them appropriately.

5. Analysis and Continuous Improvement

• Analytical capability.
• Identification of knowledgegaps.
• Analysis of knowledge base usage metrics.
• Identification of opportunities to reduce tickets.
• Mapping of recurring causes and automation opportunities.

6. Training and Dissemination

• Instructional ability for team training.
• Facilitation of workshops and knowledge sessions.
• Knowledge transfer across areas.
• Planning of training and refresher actions.

7. AI and Automation Knowledge

• Prompt creation and validation.
• Basic understanding of automation and self-service.
• Knowledge of Digital Employee Experience(DEX).
• Clear and objective communication.
• Analytical thinking.
• Attention to detail.
• Sense of urgency.
• Ability to influence without formal authority.
• Adaptability to change.
• Ability to work with different business areas.
• Curiosity and continuous learning.
• Ability to simplify complex topics.

Key Performance Indicators (KPIs):

• SLA for responding to article comments.
• Correction of articles with low usefulness.
• Article review and validation.
• Creation of new knowledge content.
• Reduction of escalations.
• Adoption of new procedures.

Candidate Pre-Requisites

Previous Experience and Qualifications

• 1 to 2 years of experience working with knowledge bases.
• Experience working with data management, reporting frameworks, and performance analysis.
• Diploma or degree in an IT- or business-related discipline.