Knowledge Manager
il y a 3 semaines
**Description du poste**:
**Intitulé de la fonction / poste**: Knowledge Manager H/F
**Type de contrat**: Durée indéterminée
**Nature de contrat**: Temps plein
**Statut**: Employé / Technicien / Agent de Maîtrise / Maîtrisé (CH)
**Votre mission**:
SPIE ICS recherche un Knowledge Manager pour rejoindre notre équipe. En tant que Knowledge Manager, vous serez le garant de la tenue et de la mise à jour de notre base de connaissances, incluant les procédures et processus relatifs à l'infrastructure du poste de travail. Votre mission principale sera de développer l'appropriation de cette base par l'ensemble des intervenants et de favoriser l'autonomie des utilisateurs.
**Missions Principales**
- **Gestion de la Base de Connaissances** : Assurer la mise à jour continue des instructions techniques et procédures utilisées par le Centre de Services et les lignes de services.
- **Développement de Modules d’Information** : Proposer des modules d’informations aux utilisateurs dans le cadre du Self-Help afin d'améliorer leur autonomie.
- **Identification des Procédures Manquantes** : Contrôler les interactions et les dossiers de la solution ITSM GLPI Central Parc pour identifier les instructions techniques manquantes.
- **Rédaction et Enrichissement** : Rédiger les nouvelles instructions manquantes et identifier avec les centres de compétences les possibilités d’enrichissement de la base de connaissances.
- **Gestion Relationnelle** : Collaborer avec les différents groupes de support pour faire valider les nouvelles procédures et intégrer des instructions données par d'autres groupes.
- **Amélioration du Service** : Permettre un taux de résolution plus fort au premier appel et améliorer la qualité perçue par les utilisateurs.
- **Pertinence des Fiches et Mémo** : S’assurer de la pertinence des ressources accessibles via le portail et la solution de base de connaissances.
- **Organisation des Médias de Formation** : Structurer et organiser les médias de formation disponibles pour les utilisateurs.
- **Métrologie** : Réaliser et diffuser la métrologie de la base de connaissances et du fonds documentaire.
**Livrables**
- **Procédures** : Documentation claire et à jour des procédures.
- **Contenus pour l’Auto-Apprentissage** : Matériel d'apprentissage accessible aux utilisateurs.
- **Corpus Documentaire du Client** : Compilation et mise à jour des ressources documentaires.
**Le suivi**:
Votre manager vous accompagnera au quotidien. En parallèle, la Direction des Ressources Humaines et l’équipe recrutement vont assurer votre bonne intégration au sein de nos équipes, en anticipant vos premiers pas chez SPIE ICS.
Ce programme d’on-boarding se fait sur site et au travers d’un parcours digitalisé avec des étapes clé, des points d’échanges et des moments de convivialité au sein des équipes.
**L’évolution**:
L’implication, le sérieux et le dynamisme dont vous ferez preuve permettront à votre manager, ainsi qu’au service RH, de vous proposer différentes évolutions tout au long de votre carrière.
SPIE ICS promeut la mobilité interne au sein de la filiale et du Groupe (horizontale, verticale, géographique).
**Votre profil**:
leadership, afin de mettre en place un pilotage transverse des différents module.
Relation client pour accompagner le client dans sa transformation
**Niveau d'étude recherché**: D-BAC+2 ou équivalent (FR) / 4ième degré de l'enseignement secondaire (BE)
**Expérience minimum**: 3 ans ou plus
**Langue(s) de travail**: Français (E-Bilingue ou Langue Maternelle)
**Connaissances techniques souhaitées**:
Maîtrise des outils bureautiques (Excel, Word, PowerPoint, Exchange ) et des systèmes
d'exploitation courants Windows,Maitrise des outils de gestion ITSM GLPI, EasyVista
Outils bureautiques, Visio, FreeMind, Camtasia, Wikit, etc.,
Très fortement sensibilisé aux règles sur la sécurité des informations,
Compétence ITIL, méthode AGILE etc.
**Informations générales**:
**Entité**:
**Référence**: 2024-36779
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