Service Delivery Assoc 1

3 months ago

Hopkins, United States Unisys Corporation Full time
JOB DESCRIPTION

We Believe in Better

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

At Unisys, we believe in better Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our . Simply put, we believe in better lives. Join us

Learn more about Unisys and our key solution offerings: , , ,

What success looks like in this role:

Overview

Steady State Knowledge Manager will own the Steady State Knowledge Management on behalf of an account for all participants and teams using such knowledge.

They will be the SPOC to account and client for KM activities and responsible for ensuring all KM activities are carried out according to the approved Account KM Plan

Skills

Individuals who carry out the role of a Knowledge Manager should have the following key skills

  • Strong communication and client management skills - able to engage with clients, account leads, Unisys resources, both call and F2F and deal with complex situations
  • Act as the Lead KM when required (varies by account) and/or support the Lead KM as required (varies by account)
  • "Proficient" in English writing skills - able to write clear articulated knowledge articles
  • Good Analytical & Problem Solving Skills
  • Ability to multi task with broad scope situations - this is not a transactional role
  • Have an understanding of project management methods and controls and able to work in a global team environment
  • Self Sufficient - able to carry out normal day to day work without supervision
  • Good understanding of the principles & practices of knowledge management
  • Work at the level of an SME and Team Lead to collaborate better with SD Operations (SD Ops)
  • Experienced in the use of KM tools, and understanding of knowledge structures and use is an added advantage. Some of the important tools are
    • ServiceNow Knowledge Module
    • Adobe HF
    • Remedy KM
    • SharePoint
Scope

The current scope of a Service Desk Knowledge Manager in regards to Knowledge Management is

  • Self Help (resolution knowledge)
  • Service Desk (L1, L2 etc.) (procedural/process and resolution)
  • Unisys Resolvers (resolution and reference)
  • Client Resolvers (resolution)
  • Client Approvers (KM Process)
  • MIM
  • Change Management
  • Problem Management
  • KM Projects - working with clients, accounts, product teams on the introduction of new products and process improvement
Activities & ResponsibilitiesResponsible for Managing KM RFC process
  • Respond to all new requests, assessing change required.
  • Update RFC portal with status
  • Maintain Change Log for Audit
  • Meet and co-coordinator with requestors to clarify and assure knowledge and other stakeholders for additional information
  • Carry out appropriate approval activities with clients and other stakeholders, especially relating to Self Help
  • Update/Create/Delete knowledge as appropriate
  • Provide monthly RFC reporting activities
Manage Procedural and Resolution Knowledge for the account aligned
  • Create/Update/Retire Knowledge Articles with RFC process
  • Ensure Knowledgebase Article's integrity and quality are standardized
  • Collaborate to carry out proactive regular reviews on agreed periodic timescale for quality , issues (content validity and Quality including broken links, ownership, etc.)
  • Liaise with client/account to review client owner articles
  • Keep up to date with changes to Knowledgebase tooling and ensure any changes are applied (Example: Higher version of ServiceNow or different Tools)
Regular Reporting
  • Production of contractually required reports
  • Analyse reports for anomalies and remediate as needed
  • Present findings to clients/accounts as required
  • Where end user feedback is received respond appropriately and resolve any identified issues
  • Ensure Quarterly Surveys are requested and completed.
Drive Innovation and Improvements
  • Work with Trainer, QA as Knowledge Manager to improve the overall Quality of Service for Service Desk operations.
  • Work with all support teams (SDA, CM and PM) to identify new knowledge needs and drive 'shift left'
  • Monitor and identify opportunities for innovation and improvements within the scope of KM through observation and engagement with other knowledge users.
  • Work with other stakeholders to monitor tickets and where appropriate instigate activity to create new knowledge
  • Provide Best Practice advice to other members of GKM
  • Working with clients on the expansion into self-help usage
Support Global Team Work
  • Support Global initiatives such as use of Generic article creation and use.
  • Comply with Global Standards and Policies
  • Regularly review Global communications to ensure you are up to date with latest best practices and apply any that apply to your account
  • Escalate to Core Team members or Regional Knowledge Manager any solution issues which impact the account.
  • Support Audit (Internal, Client or ISO) activities where required

You will be successful in this role if you have:

Communications
  • Preparation and provision of regular 'newsletters' on recent changes to HF/KB (dependent on
  • Preparation and presentation to client/account of monthly activity
  • Management and update of client and service desk SharePoint Sites
  • Maintain client/account contact lists on Client Workspace
  • Update GKM Information Base as required to ensure correct knowledge is available for decision making.

* Typically requires a minimum of 5 years of related experience with a Bachelor's degree

* Prior experience working in hardware break and fix, installation and desk side software support and service desk support.

* Has experience supporting teams of customer engineers in either specific installation or equipment refresh projects or ongoing break and fix support.

* Knowledge of desktop operating systems, networking fundamentals and requisite call management systems. Ability to demonstrate time management skills.

* Ability to work with technical documentation, statements of work, and contract requirements.

* Ability to work with team members, peers and external clients. Must be able to work to specific service level agreement (SLA) requirement.

* Familiarity with Microsoft office suite, project management tools, networking protocols and standards.


Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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