[ref. n10945900] Toa Payoh - Knowledge Management Lead – Service Desk
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 KothandaramanEA Licence No: 11C5502
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