ITSM Knowledge & Continual Service Improvement

Years of experience : 7-10 years

Job Location : Pune

Must-Have

• Extensive knowledge and experience of Knowledge & CSI and it’s application in an ITSM environment.
• Knowledge of the ITIL framework as well as high level of IT technical competence.
• Excellent verbal and written communication capabilities and the ability to interact and influence at all levels of the organisation / project.
• Knowledge managers should have in-depth information of the databases maintained by the organization
• Should be able to transform the ideas of management and implement appropriate solutions in the organization
• Good analyzing skills and ability to tackle critical situations
• ITIL Foundation Certification

Good-to-Have

Role descriptions / Expectations from the Role

1 Acts as an ITIL expert in the analysis and development of existing processes, procedures and methods to promote effective business and systems operations through standardization, improvement, simplification and discontinuance.

2 Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices

Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits

3 Establishes and maintains strong and productive relationship with key stakeholders.

4 Ensure the service requirements of business are understood and are incorporated into a framework of continuous improvement.

5 Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools