Curran Daly & Associates
Published
January 9, 2018
Category
Job Type
Work Experience
4 years Knowledge Management (KM) & Reporting experience

Description

The Knowledge Specialist drives and supports the organisation’s Knowledge Management approach, including supporting the business’s Knowledge Management Framework and Knowledge Management as a Service opportunities, overseeing the management of information within the organisation and ensuring that the information needs of the organisation and clients are met in a timely, effective and efficient manner.
For this role, you must:
• Ensure that all systems and processes that support Knowledge Management, work in an integrated way and are appropriately supported.
• Monitor and share data illustrating the organisation’s progress in achieving its knowledge management objectives
• Provide on-going advice, guidance and training for staff and clients on knowledge management requirements and practices
• Liaise with all KM stakeholders to ensure compliance with processes governing the creation, maintenance, and improvement of knowledge, as per the KM Framework
• Gathering, collating, and transforming information and client requirements into knowledge articles for projects, short term or ongoing, where required, working with clients to co-design the approach to managing knowledge
• Identify and initiate action for service improvement
• Coordination of projects, particularly those with a substantial knowledge management component
Main accountabilities:
  • Systems and Processes
  • Analysis and Insights
  • Communications and Engagement

Key Qualifications

Qualifications:
  • 4 years' experience in contact centre Knowledge Management, Content Development, Learning Design, and related function.
  • Understanding of knowledge management concepts and methods, knowledge on Contact Centre Operations
  • Ability to analyse data and formulate actions based on data
  • Strong MS Word, Visio and Excel skills
  • Preferably has administrative knowledge of MS SharePoint
  • Preferably familiar with Knowledge Centred Support (KCS) methodology or any other methodology pertaining to creation of Knowledge Articles
  • Positive approach – can-do attitude
  • Customer experience champion, always looking for ways to do better
  • Articulate, excellent communicator and natural collaborator and connector of ideas and people
Desirable:
  • Knowledge of:
    HTML + CSS
    JavaScript
    PHP
    SQL
    Node.js
    JIRA
    Photoshop
    Captivate
Apply
Please give us a link to your LinkedIn profile, if you have one.
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