Service Desk Knowledge Transfer Lead

3 days ago

Singapore DXC Technology Full time $70,000 - $120,000 per year

Job Description:

Key Responsibilities:

  • Lead and manage the knowledge transfer process during service transitions or onboarding/offboarding.
  • Develop and maintain comprehensive knowledge transfer plans, schedules, and documentation.
  • Collaborate with service desk teams, project managers, and technical SMEs to gather and document critical knowledge.
  • Ensure all knowledge articles, SOPs, and runbooks are up-to-date and accessible.
  • Conduct training sessions, workshops, and shadowing activities to facilitate effective knowledge sharing.
  • Monitor and report on the progress and effectiveness of knowledge transfer activities.
  • Identify knowledge gaps and implement strategies to address them.
  • Ensure alignment with ITIL best practices and organizational knowledge management standards.

Required Skills and Qualifications:

Technical Skills:

  • Strong understanding of IT Service Management (ITSM) frameworks, especially ITIL.
  • Experience with service desk operations and tools (e.g., ServiceNow, BMC Remedy).
  • Familiarity with knowledge management systems and documentation tools (e.g., Confluence, SharePoint).
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Soft Skills:

  • Excellent communication and interpersonal skills.
  • Strong organizational and project management abilities.
  • Ability to lead cross-functional teams and manage stakeholders.
  • Analytical mindset with attention to detail.
  • Ability to work under pressure and meet tight deadlines.

Preferred Qualifications:

  • ITIL Foundation certification (or higher).
  • Experience in service transition or transformation projects.
  • Prior experience in a lead or supervisory role within a service desk environment.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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