Manager Knowledge Management - IT Operations
2 d. temu


The Knowledge Management Process Owner is responsible for the design and implementation of an ITIL based Knowledge Management Process and its standards and procedures.

Oversees the Knowledge Management Process and audits the process to ensure execution is in compliance with defined policies, Service Level Agreements (SLA), Operational Level Agreements (OLA), and Standard Operating Procedures (SOP).

Job Description

The Knowledge Management Process Owner is also responsible for development and delivery of training, reports, and identifying opportunities for improvement, as well as auditing the process at an operational level, ensuring the process is effectively managed within Biogen.

  • Accountable for documenting Knowledge Management process and coordinating implementation throughout Biogen
  • Development and delivery of training on Knowledge Management
  • Ensure the Knowledge Management process accumulates information and shares that information throughout the organization
  • Ensure information assets are available in the right place at the right time to make effective and efficient decisions
  • Reduce the need to rediscover knowledge
  • Maintain the Knowledge Management System (KMS)
  • Ensuring all new and existing configuration items have a KB article
  • Ensure all existing KB articles are accurate
  • Managing the KB article life cycle
  • Participates in other IT Service Management (ITSM) process initiatives and process reviews
  • Lead the delivery of continuous improvement by working across all accountable areas, to deliver increased value added across the business from the configuration processes
  • Implement metrics to evaluate organizational performance and implement corrective / preventive actions as applicable
  • Direct and schedule the training of knowledge management process
  • Support the Service Desk by providing operational reporting
  • Qualifications

  • Solid Understanding of ITIL Knowledge Management best practice principles
  • 5+ years knowledge management experience
  • Prior hands-on experience with Incident, Problem, Configuration, and Change
  • ITIL v3 Foundation (v2011) Certified
  • Familiarity with Knowledge Management tools such as ServiceNow
  • Experience with policy, metrics, governance
  • GxP process validation certification is a plus
  • One year of experience with reporting in ServiceNow
  • Other desirable skills include :

  • Strong customer service and communication skills, both oral and written.
  • Strong desire to continuously learn
  • Analytical, problem solving, and troubleshooting abilities
  • Experience working in a multi-vendor environment
  • Education

  • Combination of continuing education, training, and experience that provides the individual with the required knowledge, skills, and abilities for this position
  • 5+ years of ITIL Experience with ITIL V3 framework along with at least ITIL Intermediate certificate in Service Transition
  • Experience with Service Now or similar ITSM Tool (e.g. Remedy, ServiceNow)
  • Mid-Senior Level

    Dodaj do ulubionych
    Usuń z ulubionych
    Mój adres email
    Klikając przycisk "Kontynuuj", wyrażam zgodę neuvoo na przetwarzanie moich danych i wysyłanie powiadomień e-mailem, zgodnie z zasadami przedstawionymi przez neuvoo. W każdej chwili mogę wycofać moją zgodę lub zrezygnować z subskrypcji.
    Formularz wniosku