Knowledge Manager – Technical Services – NTT DATA Services – Metro Vancouver Regional District, BC Part Time

Req ID: 122427

NTT DATA Services 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 Manager – Technical Services to join our team in Greater Vancouver, British Columbia (CA-BC), Canada (CA).

This position requires advanced knowledge management as well as change and project management experience in support of steady-state for our large enterprise clients. The position will be responsible for working with a variety of teams and client groups to identify, share and implement policy, best practices, and processes for Knowledge Management. As well, the position will be responsible for administrative management of the Knowledge Base environment, working with business partners and business champions to ensure efficiency, quality, and accuracy of knowledge content and processes for all users.

Day to Day/Job Function

• Responsible for Knowledge Management Process for the system used by all Service areas and Client groups
• Knowledgeable in ITIL and Best Practice Knowledge Management process
• Work with team to develop, establish and improve templates and workflows for the efficient use of the Knowledge Base
• Accountable for Knowledge Management tool consistency with other ServiceNow modules and workflows
• Meet overall compliance guidelines for any requests for change and enhancement to the Knowledge Management system
• Advocate for client and user adoption and effective use of f Knowledge Management.
• Experience with ServiceNow Knowledge Management Module
• Work with all ITSM teams for updates and release efforts, leading and representing Client through UAT procedures
• Responsible for Performance Level monitoring to ensure knowledge articles are created and/or updated in a timely manner
• Responsible for ensuring continuous improvement initiatives are identified, implemented, and measured
• Ensure overall quality and value of knowledge
• Responsible for operational reporting on the Knowledge Base and the use of articles as part of ongoing quality assurance
• Ensure timely and efficient administration of Knowledge Base and articles to ensure the effective ownership, notification, and maintenance
• Working with the client and/or dedicated project team to identify needs relating to Knowledge Content
• Working with the Client and internal groups to establish workflow processes pertaining to Knowledge Management
• Working with Change Management team in the process of RFE and defect management relating to the Knowledge Management system
• Lead technical analysts and KB users to ensure the process for updating and creating Knowledge Articles is followed

Qualifications

• Excellent communication skills for verbal and written English
• Advanced Technical Writing or Curriculum Design/Development for technical course skills (ability to design and document work processes)
• Excellent Knowledge Management skills
• Experience in ITSM
• Strong interpersonal skills, including listening skills, and ability to consult with/work with operations managers, PMO, Client employees, IT support teams and other stakeholders
• Strong evaluation skills
• Excellent Project Management skills

• Certifications – ITIL 4
• Expert knowledge of ServiceNow workflows and reporting
• Knowledge of technical support processes and considerations
• Experience with training/learning requirements
• Knowledge Management, ITSM, Client Services, ServiceNow Administration

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About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.