Knowledge Manager Job
Company Name:
Unisys
Job Title:Knowledge Manager
Job ID:285235
Location:US-Utah-Salt Lake City
Full/Part Time:Full-Time
Regular/Temporary:Regular
Day to Day Work
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world.
This position is responsible for creating and maintaining the knowledge (help files, knowledge bases, training materials, documentation, and portal content) used by the Unisys delivery teams in delivering our outsourcing services to new clients. This role will be accountable to work with the transition team to understand knowledge gaps, fill them, and ensure day-1 effective delivery for new service desk deals. This role is critical to ensure knowledge from existing providers is transitioned into Unisys systems, and that new knowledge is created that may not exist.
Key activities revolve around identifying gaps in knowledge and working with process owners and technical resolvers to bridge the gaps.
In this role, you will do the following:
- Manage account's knowledge and identify areas where the required technical or procedural knowledge is missing
- Build knowledge content, coordinate knowledge changes and implement the changes for all delivery teams (process and technical knowledge)
- Review historical data to identify areas where improved knowledge would improve service delivery
- Organize customer workshops to do periodic knowledge reviews and assure that any resulting changes are implemented
- Review knowledge to verify the content is still accurate and relevant
- Maintain the training curriculum and build new modules when required or coordinate such to be built by the Unisys trainers
- Keep a constant commitment on improving the functionality of the Knowledge Management (KM) tools
- More automation
- Better functionality
- Better integration with other tools
- Maintain portal information & knowledge
- Work across all Delivery Towers (PMO included) and assure integration and collaboration between each other, as well as the ability to share best practices with other Knowledge Managers.
- Report on the effectiveness of the Knowledge Management service to the customer and to Unisys management
- Build working relationships with end-users, process owners, resolver groups and customer's management
- Document service issues reported by the customer
- Engage with Service Desk Management to ensure the issues are addressed
- Report the status of the service issues to the customer
- Manage requests for change to existing knowledge
- Follow change management processes and implement changes within defined SLAs
- Engage with process owners and resolver groups to identify required changes to knowledge
- Create and/or update technical, procedural or training documentation
- Review ticket history to identify opportunities for service improvement
- Review knowledge base usage and search criteria
- Meet with Unisys Service Desk Management to explain customer issues and suggest improvements
Technical and Behavioral Skills
- Minimum of Bachelor's Degree required
- Excellent oral and written communication skills
- Customer-facing experience is required
- Strong analytical and problem solving skills
- Experience working in a Service Desk environment
- At least 2 year proven track record as successful team-lead or project manager; experience beyond this level will be a great advantage
- Knowledge of ITIL processes is highly beneficial and candidate will be required to complete the ITIL Foundations, if not yet done
- Experience in the Knowledge Management field or related areas (e.g. Research)
- Excellent MS Office Skills, including MS Visio and MS Project
- Technical IT skills are required for a variety of scenarios, but not for all activities carried out by the team. However skills in the areas of network and systems management is an advantage;
- Knowledge of call logging tools, such as ServiceCenter, BMC Remedy or ServiceNow is required;
Do you have what it takes to be mission-critical? Apply Now.
Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at .
Unisys is an Equal Opportunity Employer (EOE) - M, F, Disabled Persons, and VeteransEstimated Salary: $20 to $28 per hour based on qualifications.
Unisys
Job Title:Knowledge Manager
Job ID:285235
Location:US-Utah-Salt Lake City
Full/Part Time:Full-Time
Regular/Temporary:Regular
Day to Day Work
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology. With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world.
This position is responsible for creating and maintaining the knowledge (help files, knowledge bases, training materials, documentation, and portal content) used by the Unisys delivery teams in delivering our outsourcing services to new clients. This role will be accountable to work with the transition team to understand knowledge gaps, fill them, and ensure day-1 effective delivery for new service desk deals. This role is critical to ensure knowledge from existing providers is transitioned into Unisys systems, and that new knowledge is created that may not exist.
Key activities revolve around identifying gaps in knowledge and working with process owners and technical resolvers to bridge the gaps.
In this role, you will do the following:
- Manage account's knowledge and identify areas where the required technical or procedural knowledge is missing
- Build knowledge content, coordinate knowledge changes and implement the changes for all delivery teams (process and technical knowledge)
- Review historical data to identify areas where improved knowledge would improve service delivery
- Organize customer workshops to do periodic knowledge reviews and assure that any resulting changes are implemented
- Review knowledge to verify the content is still accurate and relevant
- Maintain the training curriculum and build new modules when required or coordinate such to be built by the Unisys trainers
- Keep a constant commitment on improving the functionality of the Knowledge Management (KM) tools
- More automation
- Better functionality
- Better integration with other tools
- Maintain portal information & knowledge
- Work across all Delivery Towers (PMO included) and assure integration and collaboration between each other, as well as the ability to share best practices with other Knowledge Managers.
- Report on the effectiveness of the Knowledge Management service to the customer and to Unisys management
- Build working relationships with end-users, process owners, resolver groups and customer's management
- Document service issues reported by the customer
- Engage with Service Desk Management to ensure the issues are addressed
- Report the status of the service issues to the customer
- Manage requests for change to existing knowledge
- Follow change management processes and implement changes within defined SLAs
- Engage with process owners and resolver groups to identify required changes to knowledge
- Create and/or update technical, procedural or training documentation
- Review ticket history to identify opportunities for service improvement
- Review knowledge base usage and search criteria
- Meet with Unisys Service Desk Management to explain customer issues and suggest improvements
Technical and Behavioral Skills
- Minimum of Bachelor's Degree required
- Excellent oral and written communication skills
- Customer-facing experience is required
- Strong analytical and problem solving skills
- Experience working in a Service Desk environment
- At least 2 year proven track record as successful team-lead or project manager; experience beyond this level will be a great advantage
- Knowledge of ITIL processes is highly beneficial and candidate will be required to complete the ITIL Foundations, if not yet done
- Experience in the Knowledge Management field or related areas (e.g. Research)
- Excellent MS Office Skills, including MS Visio and MS Project
- Technical IT skills are required for a variety of scenarios, but not for all activities carried out by the team. However skills in the areas of network and systems management is an advantage;
- Knowledge of call logging tools, such as ServiceCenter, BMC Remedy or ServiceNow is required;
Do you have what it takes to be mission-critical? Apply Now.
Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at .
Unisys is an Equal Opportunity Employer (EOE) - M, F, Disabled Persons, and VeteransEstimated Salary: $20 to $28 per hour based on qualifications.
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