Knowledge Management Support Analyst
- Quezon City, Metro Manila
- Permanent
- Full-time
- Responsible in strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance.
- Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation, new initiatives, or maintenance efforts.
- Monitor that all SRDs / SNow articles are produced / updated in a timely manner, are written in a language that is understandable to all Vendor-Service Desk staff regardless of tenure, and all tacit knowledge or possible breakpoints are identified and documented.
- Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives.
- Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any possible issues, risks, and mitigation plans as needed.
- Assist in documentation audits and analysis between Manulife and Vendor.
- Help the team increase FCR through sufficient and accurate documentation.
- Work on special projects or duties related to Service Desk as assigned or requested.
- Work together in a small team with a common purpose, follows rules from Senior staff and leaders as mandated by the company.
- Bachelor’s degree in any course (Computer related course is a plus.)
- Strong Knowledge in Service Now
- Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years’ experience)
- Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.
- Technical service experience and strong customer service orientation (At least 3 years’ experience in Customer Service / Technical Support is a plus.)
- Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
- Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
- Strong time management and multi-tasking skills
- Strong listening, analytical, and problem-solving skills
- Strong organizational skills with emphasis on detail and follow-up
- Excellent Attendance Record
- Ability to work in a rotating schedule
- Ability to work in minimal supervision
- Average to excellent interpersonal skills
- Ability to work in a complex and fast-paced work environment
- Ability to work in a hybrid setup: 3 days onsite and 2 days remote
- Excellent work ethics
- Great team player
- Service Desk Analyst Certification is a plus
- Knowledge-Centered Service (KCS) Certification is a plus
- An ITIL qualification is a plus