Technical Specialist

Job description:

Job Description: Knowledge Management.

End-to-end ownership of all content aspects of Knowledge Management ecosystem including governance structure and processes
Define success metrics and leverage analytics as well as user feedback to continually monitor knowledge management performance & drive continual improvements
Promote the use of knowledge with internal teams as well as customers
Knowledge Management Administration: End User Feedback, Workflow Administration, Data Architecture (taxonomy, metadata, tuning), Governance, Communications, Reporting
Assist with the development of solutions, providing functional analysis and input that sets the standard for consistent training and knowledge collaboration throughout the organization, including face-to-face and digital learning experiences
Develop and drive continuous improvement of the Knowledge Management taxonomy to proactively serve and rapidly retrieve pertinent, meaningful content to customers.
Partner with internal teams to assess effectiveness of current Knowledge Management processes and usage.
Drive adoption of the enterprise Knowledge Management tools and partner with cross-functional teams
Define and manage appropriate governance over change and functional enhancement of the Knowledge Management processes and platform
Identify and champion projects supporting continuous improvement of Knowledge Management processes and positively impacting associated KPIs.
Assist leadership to develop a culture that incents individuals and teams to contribute knowledge.
Drive the development of and produce documentation (knowledge articles, FAQs, reference guides, how-to s, etc.) for internal support teams worldwide.
Conduct edits of content for grammar, style, and overall writing improvement within the team, and train others to do the same.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases