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- Job DescriptionJob Type: 6 months Contract can be extended upto a year.Location: Remote (WFH)The responsibility of the Knowledge Management Analyst position is designing, creation and development to ensure Knowledge Base is up to date, used diligently by QAD support teams internally and by customers. Uses analytical skills to monitor performance and provide actionable plan/business strategies to improve. Using UFFA (Use it, Flag it, Fix it, Add it) principles, when finding any articles with customer visible code or commands or when correction required.Encourage QAD Support’s knowledge sharing practices through guidance and standards that will enable capturing and reusing knowledge, reduce rework and promote an environment of learning and collaboration.DUTIES AND AREAS OF RESPONSIBILITY:The primary objective of Knowledge Management Analyst is around revamping and creation of Knowledge Base articles. Ensures everyone in the organization has the information they need for any process or technical questions/issues Promote knowledge culture & capture and reuse through operational and business processes Define strategies to improve the use of Knowledge Base from an organization standpoint Recommend incident & problem management techniques for process improvements Analyze current knowledge base standards and metrics in order to provide solutions for improvements. Capture and distill experience and insight for reuse to improve performance Prioritize and implement process change requirements based on the QAD support needs. Proactively suggest areas for further analysis to generate ideas for improvementsInform/communicate respective teams on process improvement and re-engineering strategies. Work with the team to recommend appropriate changes in process/approach. Help disseminate information about the organization’s knowledge sharing program to internal and external audiencesCreate a Knowledge-Centered a culture of Collective Ownership.Arrange regular refresher trainings on KCS standards to Customer Support teamsContinual ImprovementLeveraging artificial intelligence based technology to enhance the customer support experience.QualificationsEducation/Licenses: BE/ B Tech/ MCA/BSC-IT, Computer Science.ITIL Foundation certification V4 or equivalent experience (required). Intermediate knowledge of IT Service Management principle, best practices and frameworks like ITIL and experience with JIRA is required Experience with working in multinational, multi-cultural teams (desirable). Having basic knowledge of Knowledge-centered service process would be addonExperience: 4+ Years professional IT experience 2+ years of experience working in Knowledge Management process Computer skills: Good computer skills and working knowledge of JIRA KM toolOther knowledge or skills: Good Analytical & Technical skills and ability to understand the business needs. Good communication in English (written and verbal) is required.Additional InformationYour health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.Opportunity to join a growing business, launching into its next phase of expansion and transformation.Collaborative culture of smart and hard-working people who support one another to get the job done.An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.Compensation packages based on experience and desired skill set
