Service Manager - Knowledge Manager

Hirdetés feladója: Career Oppurtinities
Munkavégzés helye: Budapest XI. kerület (Pest megye)
Jelentkezési határidő: 2022. április 12.
Várható kezdés: 2022. április 13.

Tata Consultancy Services (TCS) is an IT services, consulting and business solutions provider that has been partnering with the world’s largest businesses in their transformation journeys for the last fifty years. A part of the Tata Group, India’s largest multinational business group, TCS has over 450,000 of the world’s best-trained consultants in 46 countries. As a top tier brand TCS is the number 1. TATA brand contributor on top of Jaguar Land Rover, TATA Motors, TATA Steel and TATA Global Beverages. TCS’s first Global Delivery Center was established in Budapest, Hungary in February 2001. Since its establishment, TCS Hungary is a strategic delivery center globally offering a broad portfolio of services such as IT; IT Infrastructure Services; Finance, Accounting & Analysis; Life Science and HR Outsourcing Services. 

Elvárások a jelölttel szemben

  • Minimum 4 years in ITIS Service Desk Infrastructure Support
  • Speak French and English on a business level (working/support language)
  • User proficiency in Microsoft Office tools
  • Proven experience in technical aspects of Microsoft applications and/or Business technology (Windows, Office, SFB, Outlook,
  • O365, ActDir, SAP, CRM, ERP, etc.)
  • Experience working with various IT Service management tools
  • ITIL Foundation
  • Knowledge Management skills: exposure to Knowledge Management approach and tools
  • College or University degree or equivalent education

Szükséges nyelvismeretek

  • Angol - Felsőfok, szóban és írásban
  • Francia - Felsőfok, szóban és írásban

Feladatok

  • Lead, plan and support the implementation of the Knowledge Management by working closely with internal and external stakeholders in order to agree the priorities, timelines and tasks.
  • Review available processes, guides and service acceptance documents evaluating their applicability, usability and compliance from the service perspective.
  • Manage knowledge effectively at an organizational and team level.
  • Work with the trainer and quality lead on providing refresher and induction training for team members.
  • Responsible for uploading the documents to the Knowledge Base tool.
  • Identify missing processes, support activities or general information and perform activities in order to bridge the gap identified.
  • Knowledge articles are categorized by Knowledge Manager so that they are assigned to the right reviewers and loaded into right categories.
  • Propose knowledge assimilation and deployment as measurable goals for Knowledge Management performance measurement.
  • Publish the approved articles in Knowledge Management System.
  • Examine knowledge assets as per defined frequency or at least once per quarter for their relevancy and concurrency.

Stakeholder / Team Management:

  • Attend regular calls and meetings with Client counterparts (BRMs).
  • Maintain issue tracker, analyze issues and liaise with different teams to resolve them in a timely manner.
  • Report risks / issues to management team.
  • Help TLs with feedback sessions / trainings as per demand.
  • Support the service transition from Knowledge acquisition perspective, as well as from process and risk evaluation side.

Quality Management, Policies and Procedures

 

  • Ensure high level of customer satisfaction.
  • Understand quality requirements and aspects of the account and work according to those regulations reaching outlined Key Performance Indicators.
  • Learn and adhere to TCS’ and customer’s policies and procedures.

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