Job Listing
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| Job ID: 14013748 |
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| Job Location: |
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| How to Apply: | To see employer contact information, log in or register. |
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| Job Title: | Service Delivery Assoc 1 |
| Work Type: | Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular |
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| Salary Offered: | Unspecified |
| Benefits: | Unspecified. |
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| Physical Required: | Unspecified |
| Drug Testing Required: | Unspecified |
| Education Required: | Bachelor's Degree |
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| Experience Required: | Unspecified |
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| Required Skills: | Please see the job description for information about required job skills. |
| Preferred Skills: |
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| Job Description: |
JOB DESCRIPTION
We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings:, , ,
What success looks like in this role:
Overview
Steady State Knowledge Manager will own the Steady State Knowledge Management on behalf of an account for all participants and teams using such knowledge.
They will be the SPOC to account and client for KM activities and responsible for ensuring all KM activities are carried out according to the approved Account KM Plan
Skills
Individuals who carry out the role of a Knowledge Manager should have the following key skills
Strong communication and client management skills - able to engage with clients, account leads, Unisys resources, both call and F2F and deal with complex situations
Act as the Lead KM when required (varies by account) and/or support the Lead KM as required (varies by account)
"Proficient" in English writing skills - able to write clear articulated knowledge articles
Good Analytical & Problem Solving Skills
Ability to multi task with broad scope situations - this is not a transactional role
Have an understanding of project management methods and controls and able to work in a global team environment
Self Sufficient - able to carry out normal day to day work without supervision
Good understanding of the principles & practices of knowledge management
Work at the level of an SME and Team Lead to collaborate better with SD Operations (SD Ops)
Experienced in the use of KM tools, and understanding of knowledge structures and use is an added advantage. Some of the important tools are
ServiceNow Knowledge Module
Adobe HF
Remedy KM
SharePoint
Scope
The current scope of a Service Desk Knowledge Manager in regards to Knowledge Management is
Self Help (resolution knowledge)
Service Desk (L1, L2 etc.) (procedural/process and resolution)
Unisys Resolvers (resolution and reference)
Client Resolvers (resolution)
Client Approvers (KM Process)
MIM
Change Management
Problem Management
KM Projects - working with clients, accounts, product teams on the introduction of new products and process improvement
Activities & ResponsibilitiesResponsible for Managing KM RFC process
Respond to all new requests, assessing change required.
Update RFC portal with status
Maintain Change Log for Audit
Meet and co-coordinator with requestors to clarify and assure knowledge and other stakeholders for additional information
Carry out appropriate approval activities with clients and other stakeholders, especially relating to Self Help
Update/Create/Delete knowledge as appropriate
Provide monthly RFC reporting activities
Manage Procedural and Resolution Knowledge for the account aligned
Create/Update/Retire Knowledge Articles with RFC process
Ensure Knowledgebase Article's integrity and quality are standardized
Collaborate to carry out proactive regular reviews on agreed periodic timescale for quality , issues (content validity and Quality including broken links, ownership, etc.)
Liaise with client/account to review client owner articles
Keep up to date with changes to Knowledgebase tooling and ensure any changes are applied (Example: Higher version of ServiceNow or different Tools)
Regular Reporting
Production of contractually required reports
Analyse reports for anomalies and remediate as needed
Present findings to clients/accounts as required
Where end user feedback is received respond appropriately and resolve any identified issues
Ensure Quarterly Surveys are requested and completed.
Drive Innovation and Improvements
Work with Trainer, QA as Knowledge Manager to improve the overall Quality of Service for Service Desk operations.
Work with all support teams (SDA, CM and PM) to identify new knowledge needs and drive 'shift left'
Monitor and identify opportunities for innovation and improvements within the scope of KM through observation and engagement with other knowledge users.
Work with other stakeholders to monitor tickets and where appropriate instigate activity to create new knowledge
Provide Best Practice advice to other members of GKM
Working with clients on the expansion into self-help usage
Support Global Team Work
Support Global initiatives such as use of Generic article creation and use.
Comply with Global Standards and Policies
Regularly review Global communications to ensure you are up to date with latest best practices and apply any that apply to your account
Escalate to Core Team members or Regional Knowledge Manager any solution issues which impact the account.
Support Audit (Internal, Client or ISO) activities where required
You will be successful in this role if you have:
Communications
Preparation and provision of regular 'newsletters' on recent changes to HF/KB (dependent on
Preparation and presentation to client/account of monthly activity
Management and update of client and service desk SharePoint Sites
Maintain client/account contact lists on Client Workspace
Update GKM Information Base as required to ensure correct knowledge is available for decision making.
* Typically requires a minimum of 5 years of related experience with a Bachelor's degree
* Prior experience working in hardware break and fix, installation and desk side software support and service desk support.
* Has experience supporting teams of customer engineers in either specific installation or equipment refresh projects or ongoing break and fix support.
* Knowledge of desktop operating systems, networking fundamentals and requisite call management systems. Ability to demonstrate time management skills.
* Ability to work with technical documentation, statements of work, and contract requirements.
* Ability to work with team members, peers and external clients. Must be able to work to specific service level agreement (SLA) requirement.
* Familiarity with Microsoft office suite, project management tools, networking protocols and standards.
Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity
Refer to ID 62769404_9 when applying |
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