IT Knowledge Management Owner

About Northern Trust :

Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889.

Northern Trust is proud to provide innovative financial services and guidance to the world's most successful individuals, families, and institutions by remaining true to our enduring principles of service, expertise, and integrity. With more than 130 years of financial experience and over 22,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.

The IT Knowledge Management Process Owner is responsible for overseeing the knowledge management function and training delivery within the Service Delivery and Operations (SD&O) organization. As the Knowledge Management Process Owner, this role will define and govern the knowledge management processes in alignment with ITIL frameworks and organizational standards, ensuring knowledge is captured, maintained, and leveraged across the global support teams.

This role will include focus facilitating and delivering a training program to ensure the support teams are fully equipped with the necessary skills and knowledge to perform their roles efficiently. The role will maintain a comprehensive knowledge base for all supported applications and ensure continuous improvement in knowledge sharing, process adherence, and team capabilities.

Key Responsibilities :

1. Knowledge Management Process Ownership :

• Define, implement, and govern the knowledge management processes for Service Delivery and Operations (SD&O), ensuring compliance with ITIL best practices and organizational standards.
• Act as the primary authority on all knowledge management activities within the SD&O team, ensuring knowledge is effectively captured, categorized, and made accessible across global support teams.
• Establish key performance indicators (KPIs) for knowledge management and monitor the effectiveness of the knowledge management system, driving improvements where necessary.
• Work closely with IT service management teams to ensure integration and alignment between knowledge management and other ITSM processes (e.g., incident, problem, and change management).

2. Knowledge Base Management :

3. Training Delivery :

4. Collaboration & Communication :

5. Continuous Improvement :

Key Skills and Competencies :

1. Knowledge Management Expertise : Strong background in managing knowledge repositories, creating documentation, and implementing knowledge management processes in a global IT support environment. Familiarity with tools like Confluence, SharePoint, or ServiceNow Knowledge Base.

2. ITIL / IT Service Management Knowledge : In-depth understanding of ITIL processes, particularly in knowledge management and service operations. ITIL Foundation certification is a must; additional ITIL certifications are a plus.

3. Technical Support Experience : Solid experience working in IT support or operations roles, with a good understanding of centralized and tiered support models.

4. Presentation & Facilitation Skills : Proven ability to deliver engaging and impactful training sessions to technical teams, adapting content to suit different learning styles and audience needs.

5. Communication Skills : Excellent verbal and written communication skills, with the ability to translate technical concepts into clear, actionable knowledge and training materials.

6. Collaboration & Stakeholder Management : Strong interpersonal skills for working across teams and with external vendors to ensure alignment in knowledge management and training initiatives.

Preferred Qualifications (Nice-to-Have) :

Metrics for Success :

Working with Us :

As a Northern Trust partner, greater achievements await. You will be part of a flexible and collaborative work culture in an organization where financial strength and stability is an asset that emboldens us to explore new ideas.

Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to assisting the communities we serve! Join a workplace with a greater purpose.

We'd love to learn more about how your interests and experience could be a fit with one of the world's most admired and sustainable companies! Build your career with us and apply today. #MadeForGreater

Reasonable accommodation

Northern Trust is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com .

We hope you're excited about the role and the opportunity to work with us. We value an inclusive workplace and understand flexibility means different things to different people.

Apply today and talk to us about your flexible working requirements and together we can achieve greater.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.