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).
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
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
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)