Knowledge Management Lead

Location: Hungary - Budapest | Job-ID: 212784 | Contract type: Standard | Business Unit: Others

Your future tasks will be…

The main responsibility of ServiceNow Knowledge Management Advisor to enable the business to deliver services through implementation of knowledge management systems. Create the processes and structures through which knowledge is recorded and shared. Identify and drive employee training and adoption.

On a daily basis:

• Ownership of the development, implementation and management of the Knowledge Management Strategy and Framework and adaption of KCS methodology across the business.
• Lead, evaluate and adopt new systems capability with a very strong focus on exploiting AI to enable business benefit.
• Lead collaboration and consultation with global teams to evaluate organizational performance and understand where Knowledge Management can drive tangible benefit and improve performance.
• Lead and implement a Champion’s network to inspire, upskill and drive a culture of knowledge sharing within site operations to enable buy-in and adoption of Knowledge Management.
• Manage the Knowledge Management communications strategy across all channels to inspire and clearly articulate the value and benefits to all stakeholder communities.
• Lead the development and implementation of training and adoption on Knowledge Management processes and tooling.
• Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for FLS.
• Record and track all progress in the Benefits Realisation Dashboard and communicate progress.
• Evaluate, revise, and continuously contribute to improve the Knowledge Management Framework workflow and procedures as FLS scales.
• Lead and drive product and operational teams to understand ongoing tooling changes and the impact on Knowledge Management capability, process and training requirements.
• Drive brand values and philosophy through all Knowledge Management activities.
• Strategy, implementation approach and plan agreed and signed off with key stakeholders.
• Feedback from stakeholders and end users on implementation effectiveness of training and adoption of new ways of working.
• Benefits realised for 5 nominated accounts.
• Incorporate relevant industry insights into the KM Framework and exploit new capability / functionality released from tooling systems to address global, operational challenges and improvements.
• Performing as a credible capable professional and an expert in the relevant field.

You are ideal candidate if:

• Excellent operational experience working with or part of global delivery teams.
• Experience in working across global teams and cultures to drive and deliver key projects.
• Excellent communication and stakeholder management skills and experience across all levels.
• Very strong experience in leading workshops, consulting and driving tangible outcomes.
• Meticulous planning and execution skills to meet critical deadlines.
• Proven ability to lead virtual teams (champions network)
• Excellent English written, verbal and interpersonal communication and presentation skills.
• Critical thinker with innovative problem-solving skills.
• Excellent level of proficiency and creativity with MS Office.
• Experience in building KM programs.
• Ticketing tooling Knowledge Management Skills

About us

Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.

We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.

Interested in joining a company with a strong sense of community?

We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter