Knowledge Management Officer
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OC Prod is a consulting company in Management and Organization, founded in 2005 in Romania, which currently operates in 6 countries on 4 continents (Canada, Morocco, France, Romania, Vietnam, China).
OC Prod is an international recruitment agency, specialized in areas such as engineering, medical, retail. IT, Finacial, BPO etc.
We are involved, together with our clients, who are also our partners in developing and implementing projects.
Strong technical skills and attention to detail
Strong written and verbal communication skills in French & English
Service mindset, user-centered approach
Proficiency in, or experience using Microsoft Office suite
Experience using an ITSM IT ticketing system
Experience with ServiceNow
Experience with Drupal (CRM tool)
Experience with ITIL v3
Responsible for gathering, analyzing, storing and sharing knowledge and information for Support chain.
Maintain a knowledgebase of reference documentation (e.g., for applications supported), resolution information, and similar information.
Participate in gate reviews (Gate 2, 3, PPAR, etc.) for new services to identify potential content for knowledgebase.
Ensure knowledgebase articles are created, kept up to date, and applicable.
Coordinate with all IS actors (PM, ITIL processes, Service Desk, proximity teams, etc.)
Provide metrics and status updates for knowledge management activities through actions progress follow up and report and weekly stand up meeting.
Provide knowledgebase content and articles for Service Desk and proximity teams. Ensure knowledgebase articles are created, kept up to date, and applicable.
DELIVERABLES Knowledge articles (incidents resolution, known errors, workarounds, project information, instructions, etc.) Metrics and weekly progress report