Technical jobs in Malaysia

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The Senior Knowledge Management Analyst is an advanced subject matter expert, responsible for assisting with gathering, analyzing, storing, and sharing information within the business to improve efficiency by reducing the need to rediscover knowledge.

This role is responsible for integrating the reuse, improvement, and creation of complex knowledge assets as well as analyzing existing knowledge to identify content requiring updates or retirement.

The Senior Knowledge Management Analyst analyzes incidents for various technologies to ensure the resolution of any future incidents proactively and quickly.

Key responsibilities:

• Offers support by gathering, analyzing, storing, and sharing information within the business to improve efficiency by reducing the need to rediscover knowledge.
• Integrates the reuse, improvement, and creation of complex knowledge assets.
• Captures incidents for technologies to ensure the resolution of any incidents proactively and quickly.
• Maintains a knowledge database of information related to incidents, problems, and/or events.
• Offers detailed technical support for script workarounds and permanent resolutions for incidents.
• Investigates trends and provide information to the organization.
• Maintains the knowledge database through integration with external knowledge database(s).
• Ensures that service data information is retired and the required archival of the service documentation.
• Works on strategic projects that ensure that all information used within Service Management, stored in the Knowledge Management System, is consistent and readily available.
• Participates in the maintenance of the relevant central repository.
• Supports peers and teams with the administration of the knowledge management process.
• Identifies and defines Knowledge Management processes and their improvements.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Excellent written and verbal communication skills coupled with the ability to establish strong relationships with internal stakeholders and external stakeholders.
• Ability to work in high-pressure environments.
• Ability to manage urgent and complex tasks simultaneously.
• Advanced business acumen and commercial skills.
• Passionate, strong initiative, self-driven with a commitment to succeed.
• Displays excellent persuasion and influencing ability.
• Detailed, meticulous, and highly organized.
• Proactive in approach with excellent facilitation skills.
• Ability to execute pre-planned testing activities.
• Ability to maintain a knowledge management database.

Academic qualifications and certifications:

• Bachelor's degree or equivalent in Information Technology or related field.
• ITIL certification v4 preferred.

Required experience:

• Advanced demonstrated experience developing informative documents across multiple business areas, working within an ITSM environment.
• Advanced experience working with knowledge management repositories.
• Advanced demonstrated experience working with industry knowledge management programs, tools and techniques.
• Advanced demonstrated experience in coordination of the knowledge management lifecycle and change control processes.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.