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ITSM Knowledge manager

Maidenhead, Berkshire, United Kingdom

Posted: 31-Mar-2017

Ref#: 12345703475

An exciting new opportunity has arisen in our highly succesful team.  The Knowledge Management owner will develop and manage knowledge databases as per standards/policies. They will own ITSM process library to review, publish new process artefacts and ensure it’s up to date.

We Offer 
Maersk Line is a highly international and inspiring environment with an attractive value proposition for its employees. Our package consists of an externally benchmarked salary, pension scheme, 25 days holiday a year and a number of other attractive benefits.  
Key Responsibilities 
? Responsible for establishing the Policy, Process and Procedures for the ITIL Best Practice Knowledge Management process in conjunction with other Process Owners.
? Evaluate requirements to create new knowledge bases and implement as per standards liaising with service now tool team
? Support in designing knowledge workflows, set knowledge properties, and manage knowledge forms and homepages.
? Accountable for the promotion and communication of the Knowledge Management policy, processes and procedures.
? Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements and strategy.
? Accountable for ensuring the process meets governance, compliance
? Accountable for the resolution of issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions.
? Promotes the benefit of Knowledge Management wherever possible.
? Hands on experience in Service Now Knowledge Management Module
? Own and maintain ITSM Process, Policy and Process Library
? Review and approve new artefacts in ITSM Library
? Transition ITSM process library as knowledge base in service now
? Works closely with knowledge database owners and knowledge analysts
? Ensure knowledge is delivered and improved in a timely manner
? Ensure most up to date knowledge is available for customers
? Ensure overall quality and value of knowledge
? Responsible for resolving any issues escalated up to Process Owner.
? Responsible for reviewing the process
? Perform process maturity assessments and reviews
? Accountable for identifying and managing continual improvement opportunities. 

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