SIAM Knowledge Manager

ob Responsibilities 

The Job Roles and responsibilities include the following (but not limited to): - 

Developing Knowledge Sharing Practices: 

• Design and implement effective knowledge sharing practices across the SIAM ecosystem. 

• Identify best practices for knowledge capture, documentation, and dissemination. 

Creating a Culture of Knowledge Sharing: 

• Foster a culture that encourages open knowledge sharing among employees and service providers. 

• Establish and enforce policies and procedures that facilitate seamless knowledge sharing. 

• Promote the value and benefits of knowledge sharing to all stakeholders. 

Training and Education: 

• Provide comprehensive training programs to equip employees with the skills and tools needed for effective knowledge management. 

• Conduct regular workshops and sessions to enhance knowledge capture, storage, and sharing capabilities. 

• Support ongoing education and development in knowledge management practices. 

Encouraging Collaboration: 

• Create an environment that promotes collaboration among internal teams and service providers. 

• Develop initiatives and platforms that motivate employees to share their knowledge and ideas. 

• Facilitate regular collaborative meetings, forums, and knowledge exchange sessions. 

Measuring Knowledge Management Success: 

• Define key metrics to track the success of knowledge management initiatives. 

• Measure and report on the number of knowledge documents created, shared, and utilized. 

• Analyze data to assess the impact of knowledge management practices on service integration and performance. 

• Use feedback and metrics to continuously improve knowledge management processes. 

Contributing to the Service Line: 

• Collaborate with the Service Line Organization to share and implement best practices across the organization. 

• Develop and maintain a best practice repository that can be adopted by other GOCs within the company. 

• Create and refine frameworks and methodologies for knowledge management that can be scaled and replicated. 

• Document and standardize successful knowledge management strategies and tools for broader use. 

• Participate in the development of training materials and guidelines based on best practices. 

Requirements & Behavioral Attributes: 

Professional Experience: 

• Adequate understanding of the ITSM with 3-5 years of experience in a similar capacity/environment. 

• Proven experience with ITSM Processes and tools (ITSM, applications, and functionalities). E.g. Service Now, BMC Helix Remedy, Zoho Service Desk, HP Service Manager, Summit AI. (At least Service Now is a mandatory) 

Skills and Competencies: 

• Solid interpersonal skills with the ability to manage both upstream and downstream within the organization. 

• Adequate project coordination, resource, and time management skills. 

• Consistent enthusiasm and a desire to achieve best-in-class performance. 

• Ability to work under pressure with minimal supervision, demonstrating patience and creativity. 

• High-level conflict management skills and customer focus with empathy. 

• Strong teamwork, communication, and information-sharing abilities. 

• Client-focused with a strong bias towards achieving business goals and objectives. 

• Attention to detail with proactive management, displaying a sense of urgency in handling situations and key deliverables. 

• Solid situational analysis and decision-making abilities. 

Educational Background and Certifications: 

• Minimum education:  

• Graduate in Engineering or Science. 

• Certifications: 

• Mandatory: 

• ITIL V3/V4 Foundation is mandatory.  

• Optional:  

• Additional Certifications: Any one or more from the below list of certifications: - 

• EXIN BCS SIAM Foundation 

• Professional Scrum Master (PSM) or Certified ScrumMaster (CSM) 

• ITIL 4 Managing Professional 

• Certified Outsourcing Professional (COP) 

• Prince2 / Project Management Professional (PMP) 

• Certified Agile Service Manager (CASM) 

• COBIT 2019 Foundation 

• ISO/IEC 20000 Foundation