Knowledge Management Lead – Service Desk

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading IT company is looking for a proactive individual to manage knowledge initiatives within their service desk team. This permanent full-time position focuses on enhancing operational efficiency and promoting a knowledge-sharing culture. The ideal candidate will have experience with service desk systems, strong analytical skills, and excellent communication abilities.

Qualifications

• Experience with service desk systems, strong analytical skills, exceptional communication skills.

Responsibilities

• Develop and maintain a user-friendly knowledge base.
• Facilitate knowledge-sharing sessions and workshops.
• Analyze service desk processes for optimization.

Skills

Knowledge management principles

Analytical skills

Problem-solving skills

Communication skills

Tools

ServiceNow

Confluence

Jira

Job description

We are seeking a proactive and detail-oriented individual to lead knowledge management initiatives within the service desk team of our client. This role is critical in enhancing operational efficiency, fostering a culture of knowledge sharing, and ensuring the availability of accurate and accessible information to support service delivery.

Key Responsibilities:

• Develop, organize, and maintain a comprehensive, user-friendly knowledge base that supports the service desk team and broader organization.
• Ensure all knowledge articles are current, relevant, and effectively categorized using appropriate tools and platforms.
• Facilitate regular knowledge-sharing sessions, training programs, and workshops to promote continuous learning and capability development.
• Analyze existing service desk processes and identify opportunities for optimization through knowledge-based solutions.
• Collaborate cross-functionally with other departments to align knowledge management strategies and share best practices.
• Monitor and report on knowledge base usage, identifying trends and areas for improvement.
• Provide insights and recommendations to enhance the effectiveness of knowledge management practices.

Required Skills:

• Experience with service desk systems, including ticketing tools and knowledge management platforms (e.g., ServiceNow, Confluence, Jira).
• Strong understanding of knowledge management principles, frameworks, and best practices.
• Excellent analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Exceptional written and verbal communication skills, capable of translating complex information into clear, user-friendly content.
• Proven ability to interpret data and metrics to assess performance and inform decision-making.

This is a permanent full time position with an IT company.

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Morgan Mckinley Pte Ltd

Name: Kanya Kothandaraman

EA Licence No: 11C5502

Registration No: EAP Registration No: R1331365