Knowledge Management - Customer Service Experience

Personal Specification

Service Management/Support Desk experience
Preferably ITIL Foundation certified
Broad familiarity and experience with modern enterprise architecture from either a technical or service process perspective.
Experience with Office 365 Sharepoint and Power BI.

Activities Include:
Build and maintain a system for the collection, publishing and interconnecting information for all teams
Evaluate information gathered and transform it to be useful to all stakeholders
Interest in investigating an interconnection between different ICT applications and infrastructure that are in use at the moment
Learn and use Docuwiki
Learn and use any future tools required to deliver Knowledge Management
Focus on managing and developing the in-house information base
Perform research and production of KPI's, Reports
Input on internal processes, workflows, and infrastructure to ensure decisions affecting the service impact the team positively throughout its continual growth.

The Knowledge Management Role will have the following track record, capabilities and qualifications:

Minimum of 1 years’ experience in a large-scale, multi-vendor IT environment.
Strong track record of analysing, designing and presenting organisational solutions to high-level management issues
Evidence of practicing and promoting a strong focus on delivering high quality customer service
An excellent working knowledge of MS Excel, Word and PowerPoint
Good graphic and web design skills

Business Competencies:
Excellent written and oral communication skills
Excellent teamwork and interpersonal skills.
Excellent Report writing and presentation skills
Proven ability to organise work with an organized manner
Self-starter with a willingness to take responsibility
The ability to interact with key stakeholders in a professional manner
Experience working with Knowledge Management / Knowledge Management Platform
Excellent information management skills
Ability to work at a strategic level