Itsm-knowledge Manager

**Join HCLTech**

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking a **ITSM Knowledge Manager**to join our team at a client’s facility in **Paris**.

**Important details**
- 3 days/ week
- Work from office (Client Location)
- Language: French(C1) + English
- Years of experience: 4-7 years
- Own the long-term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
- Develop standard formats for knowledge submissions and socialize them with the Technology tracks
- Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
- Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff
- Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
- Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
- Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
- Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
- Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
- Establish effective approval and standardization for Knowledgebase submissions
- Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
- Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
- Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
- Follow formal version and change control methods as agreed with the customer representatives
- Host the read-only versions of the released documentation at the designated secure, backed up and access-controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
- Simplify process documentation in order to make it easily understandable for operations staff at the point of use
- Identify and suggest changes to the ‘Foundation data’ in the tools
- Analyze and suggest tool customizations in the interest of process workflow optimization
- Work with the tools teams to standardize reports
- Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
- Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
- Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
- Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
- Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
- Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
- Receive, analyze and incorporate feedback from customers that suggest improvements
- Align the Process to the standards and methods as per the Service Management Practice issued from the CFS Process Consulting group
- Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools
- Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff

**Technical Requirements**
- Knowledge of ITSM tools like ServiceNow or Remedy
- Understanding of ITIL framework, especially Knowledge Management
- Experience with tool customization and configuration
- Familiarity with linking knowledge to incidents, problems, and CIs
- Ability to manage documentation, version control, and secure repositories
- Skills in generating and analyzing SLA/