Knowledge Manager

Job Description

We are looking for a Knowledge Manager who will support the IT Services Manager.

You will be responsible for:

  • Reporting directly to IT Service Manager for SENSE  
  • Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization (Ex SENSE Wiki)
  • Continual Improvement of the Knowledge available for Support Agents and End Users
  • Knowledge Owners and Trainers within the SENSE Environment
  • Managing and developing Global Knowledge Management towards Business demand and objectives for the different SENSE Value Streams
  • Driving Knowledge Management within the SENSE Environment Value Streams
  • Guiding Knowledge Owners to create high quality KB Articles which are easy to handle by Support Agents and End Users
  • Identifying and implementing Improvement initiatives to make the KB more friendly for End Users and Agents
  • Promoting of Knowledge User Feedback
  • Driving the detection of automation possibilities in combination with the Virtual Agent Topic Flows
  • Assisting to implement and drive a reduced “Live Agent” contact because of high quality Virtual Agent
  • Driving high Support Agent Knowledge by high quality trainings and communication
  • Driving high Support Agent Knowledge by detecting Agent Knowledge gaps
  • Focusing on Incident Avoidance, Inbound Avoidance and MTtR Reduction
  • Performing Routine inspections/audits to verify process adherence
  • Preparing and presenting Management Reports with corresponding improvement actions 
  • Presenting (progressing on) Improvement Actions in customer (internal/external) meetings

Who are we looking for?

  • Deep Microsoft Office products knowledge – MS Excel (be able to manage data sets, apply filters & create pivots) 
  • Good Knowledge of Incident ITSM Processes
  • Experience in Provider Management
  • Experience in Knowledge Management
  • Power BI experience would be an advantage 
  • Excellent Communication skills
  • Strong Analytical skills 
  • Strong Reporting skills
  • Strong Management skills
  • Strong organizational skills
  • Fluent English skills, both written and verbal 
  • Availability during CET Business Hours

What do we offer:

  • Adjustable standing desk as a standard
  • MSDN license for each developer with prepaid access to AZURE
  • Free access to PLURALSIGHT – the WBT platform
  • Team building program - 2 days adventure offsite meeting for all employees every year, Christmas party, extra budget for team building events
  • Participation on world famous IT conferences like Microsoft IGNITE for best employees
  • Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)
  • Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)
  • Health program (contracted wellness providers, sport centers, salary reimbursement in case of illness)
  • Retention program (work anniversary, life anniversary, additional pension plan, employee loans)
  • Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps)

Basic wage component (gross) and other rewards: starting from 2400EUR brutto /month + VAR*

*We are required by law to disclose basic wage component for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions.

Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team.

Organization: Siemens Healthineers

Company: Siemens Healthcare s.r.o.

Experience Level: Experienced Professional

Full / Part time: Full-time

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