Knowledge Management Manager

**Job Summary**:
**Knowledge Management Manager will coordinate with all relevant inhouse or third parties’ personnel, to gather/combine all relevant knowledge which are relevant to IT Service Desk and store them in a central knowledgebase portal approved and accessible by the Company. The documents in the knowledgebase shall be in formats understandable by layman. The Knowledge Management Manager shall also manage the knowledge base.**

**Responsible for oversight of the overall database integrity (but not the technical accuracy of the data). Ensures content is applied consistently to the knowledge base according to the database methodology and style guide. Final publication of Add, Update and Delete requests after all validation is complete. Responsible for technical publication of content within the knowledge base - authoring tool, html editor, script insertion, etc.**

**Profile**:

- Knowledge Management Manager shall have at least TWO (2) years’ relevant experience in this field.
- Customer orientated, enthusiastic, courteous, assertive and motivated to take charge of both customer engagement and problem resolution
- Capable of being self-managed
- Team player
- Excellent customer service, telephone, oral and written skills
- Good communications skills are essential
- Good time management
- Excellent understanding of Service Desk processes and procedures

**Responsibilities & Activities**:

- Be the ‘local interface’ representing & promoting the knowledgebase within his/her Service Delivery Unit / site.
- Service Delivery Unit / site SPOC for knowledgebase related matters and for EEIPST.
- Ensure the Service Delivery Unit continues to use knowledgebase, is aware of changes to the tool, and understands how to take advantage of the tool.
- Ensure that the site complies with knowledgebase processes and roles & responsibilities.
- Ensure knowledgebase training is organized using the official training material.
- Ensure that issues are reported to-from the Knowledgebase Implementation & Production Support Team.
- Responsibilities as part of Access Management (business continuity and access incidents):

- Adhere to all DXC Policies & Procedures - Including Security and SOBC

**Core Competency**:

- ServiceNow and/or other Knowledge Bases.
- Process Documentation
- Knowledge of the business of his/her Service Delivery Unit / site
- Knowledge of Knowledge Management.
- Good coordination-, presentation
- and documentation skills.
- Excellent knowledge of English both written and spoken.

**Ethics and Compliance**:

- Standard of Business Conduct (SOBC) - DXC rules of business ethics concern honesty, courtesy and fairness in dealing with customers, suppliers, competitors etc. You are to avoid any activities which might reflect unfavorably on yourself or the good name of DXC.
- Records Management - It is compulsory to maintain confidentiality in respect of all DXC’s confidential information. This includes support processes, technical information, specification, personnel and financial records etc.
- Global Security - DXC is committed to conducting its business in a manner that ensures the security of our workforce, our workplaces and the protection of our assets. While the company is doing its best to provide a clean, healthy, secure and safe environment to work in, as staff, you are expected to co-operate by observing and must adhere to DXC Security Policies at all time.
- IT Security - IT Security protects brand, reputation, IT infrastructure and digital information, enabling DXC to conduct business securely. Ensure that you are always complying with DXC Information Security Policy.