GSC Knowledge Manager
Core
Design, build, and improve global IT Service Management (ITSM) Knowledge Management processes, frameworks, and standards for Version 1's Managed Service customers and internal colleagues.
Role type
Knowledge Manager (ITSM)
Builds
Knowledge Management process framework, standards, and knowledgebase content
Domain
IT Service Management (ITSM) / Managed Services
Deliverable
dashboards & analysis
Required skills
Knowledge Management practices, ITSM tools (ServiceNow), ITIL frameworks, KPI definition, process improvement, documentation authoring, training delivery
Preferred skills
ITIL v4 certification, strategic thinking, analytical skills
Technologies
ServiceNow
Responsibilities
Design and maintain Knowledge Management standards; ensure quality and currency of knowledgebase content; manage KB task queues and backlogs; define and report on industry standard KPIs; train colleagues on KM principles; collaborate with IT teams on complex problems; refine service desk documentation.
Seniority
Mid-level, hands-on IC