Knowledge Manager - Jobs in Victoria, BC

Job Description

Location:Melbourne c b d - VictoriaDate Published:03-Jun-2022Knowledge ManagerWe are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Globally, Fujitsu is not only a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and in Australia we have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion. We also have specific inclusion efforts with First Nations Peoples in New Zealand through our Maori and Pacific Peoples Inclusion Plan and in Australia with our Reconciliation Action Plan.We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.We want you to thrive. If working for a progressive organization, with a continuing commitment to diversity and inclusion is important, you should apply.Shape your world and achieve togetherThe Process Lead has a responsibility for a specialist service management function within an account. They champion the Knowledge Management process within Service Delivery Management, monitor process effectiveness and make recommendations for improvement.They help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liaising with customers (internal and external) to provide excellent service.Key responsibilities:

• Delivers a specialist service management function within or into an account.
• Leads on elements of service delivery to lower management level within the customers in order to deliver contracted service commitments and continual service improvements
• Contribute to service partnerships as part of one service team with internal and external customers.
• Monitors, maintains and ensure compliances to knowledge management processes.
• Continually reviews the process and associated activities for efficiency and effectiveness and makes recommendations for improvements.
• Analyze and reports on details of issues and updates stakeholders accordingly.
• Implements solutions to identified issues
• Produce and analyze statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
• Participates in regular reviews to resolve issues, review processes with relevant parties such as Service Desks, Operations, Resolver Group, Account Team and Customers, etc.
• Ability to lead, coach and develop a team of knowledge champions to drive continuous service improvement.
• Work effectively across organization with stakeholders, SMEs, and service teams to improve quality and effectiveness of the Service Desk.
• Promote knowledge capture and reuse through operational and business processes
• Provide internal training and consulting on KM concepts and methodologies
• Documenting low level work instructions to support the Service Desk in delivering a positive customer experience.

Building your own path to success:Experience, Knowledge, Skills :

• Practical experience with ServiceNow knowledge management module with strong understanding of review and approval workflows.
• Operational experience and ability to effectively communicate to stakeholders, SMEs, and service teams to improve quality and effectiveness of the Service Desk and Resolver Groups. I.E. Improving Fix on First metrics, reduce AHT of tickets and others.
• Experience in facilitate training, coaching and mentor knowledge champions across an organization to help teams better under the value of knowledge.
• Proven ability to drive behavior & cultural change across both internal and external team.
• Strong customer facing skills and the ability to negotiate conflicting priorities.
• Experience with Knowledge Centred Service (KCS) methodology and framework is a bonus.

PLEASE NOTE:Fujitsu complies with government legislation in various jurisdictions which in certain circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption). Also, for client facing roles, many of our customers require our staff to be vaccinated to attend their workplaces. Based on Fujitsu’s assessment of workplace risk and the safety and wellbeing of our people and consultation with our staff, Fujitsu has introduced a Vaccination Requirements policy which requires all persons entering a Fujitsu workplace, attending a Fujitsu work-related event, or entering other premises to undertake work on Fujitsu’s behalf to be fully vaccinated against COVID-19 or the subject of an appropriate exemption (and to provide evidence of the same). Consequently as a result of Fujitsu’s policy, and, where applicable , customer and legislated vaccination requirements, Fujitsu requires all new employees to be fully vaccinated or have an authorised exemption approved by Fujitsu’s Crisis management Team (CMT). Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.Quick Apply

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