Knowledge manager H/F
Core
Cross-functional role in IT service governance combining operational incident management, continuous improvement, and knowledge management for a major public sector client.
Role type
Senior IT Service Management (ITSM) Knowledge & Incident Manager
Builds
Optimized incident resolution processes, enriched knowledge bases, and improved service quality for public sector clients
Domain
Public sector IT services / IT Service Management (ITSM)
Required skills
Incident Management, Knowledge Management, ITIL processes, ITSM tools, documentation lifecycle management, reporting and metrics, stakeholder coordination
Preferred skills
Change management, process optimization, user support environment experience
Responsibilities
Coordinate with operational owners and support teams on incident management; Analyze and optimize incident processing flows; Pilot sensitive and critical incidents; Ensure knowledge base quality and update; Manage documentation lifecycle and procedures; Train teams on knowledge tools and references; Report on recurring incidents and propose improvements; Participate in operational steering committees (COPIL, COTECH)
Seniority
Senior, hands-on IC