Knowledge Management Analyst - Service Desk

NTT DATA; Bengaluru; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A global technology services provider is seeking a Knowledge Management Analyst - Service Desk in Bengaluru, Karnataka. The role involves creating and managing Knowledge Articles, reporting progress, and enhancing Knowledge Base utilization. Required qualifications include 3-5 years of relevant experience, strong communication, and Knowledge Management skills. This position offers the opportunity to contribute to an innovative team in a dynamic environment.

Qualifications

• 3-5+ years of experience in a related field.
• Ability to design and document work processes.
• Knowledge of KCS methodology.

Responsibilities

• Identify needs relating to Knowledge Content.
• Create effective Knowledge Articles for support.
• Drive Knowledge Base utilization.

Skills

Experience in Service Desk

Verbal and written communication

Knowledge Management skills

Interpersonal skills

Presentation skills

Tools

ServiceNow

Job description

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Knowledge Management Analyst - Service Desk to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Key Responsibilities

• 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

Skills

• 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

Desired Skills, Certifications:

• Certifications - ITIL, Knowledge Management
• Ability to analyze knowledge gaps

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.