KM Associate

Why this job matters

•You will create, share and manage the knowledge and information of a customer.
•You will regularly check-in with the customer, understand the customer's industry, business, and goals. 
•You will help customer to optimize utilization of their existing and available products to ensure best practice adoption. 
•You will ensure customer interests are met and you will support Customer in External Calls/communications to ensure customer gets served rightly.

Therfore you will manage internal and external communication accordingly to ensure timely and positive outcomes delivering excellent levels of service and quality, consistently achieving results for Customer.You will adopt multidisciplinary approach to achieve organisational objectives by making the best use of knowledge.

What you’ll be doing

•Receive and Index knowledge articles and data from customer and supplier organisations
•Maintain library of Work Instructions that are developed and updated by the operational teams
•Plan and perform pre-audit checks.
•Support audits (internal/external) – Execute audit plan action
•Maintain knowledge structure - Manage document management knowledge structure including Operations Manual
•Audit operations manual elements - Audit contents for consistency and adherence to standards
•Audit contents for consistency and adherence to standards
•Correct minor issues with Operations Manual - Identify gaps and co-ordinate actions to address gaps including in Operations Manual
•Issue revised Operations Manual
•Develop and maintain knowledge articles to address gaps where practical
•Review & maintain continuity & crisis plans - Ensure document and knowledge are available consistent with continuity plans.

Experience you would be Expected to Have:

•Bachelor’s degree in relevant field
•Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements
•Excellent communication and interpersonal skills
•Experience with development of solution processes 
•Good to have some exposure of project management methodology and techniques
•Flexible approach, able to operate effectively with uncertainty and change
•Familiarity Incident, Problem and Change Management processes.
•Familiarity with telecom managed services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
•Experience in working with complex, multi-divisional, multi-geographical customers
•Experience in a Service Management role, preferred
•Experience in collaborating with cross-functional teams (E.g.: Account, Contract, Technical, Projects, etc.)
•ITIL v3 / v4 foundation certified preferred.

The skills you’ll need

•Personal -  to accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others.
•Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
•Relevant Knowledge Management Exp: 2+ years IT Service Management domain.
•Basic knowledge of MS Office Suite,Servive now,SharePoint,One Note.
•Basic AI Applications such as Co-pilot.
•Team Player - Ready to share knowledge and information to directly benefit or support team/colleagues. Willingness to help a team member in need. 
•Straight Talker - Communicate and persuade in a clear and professional way. 

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.