*Hi* * *
*This is David with Sancrosoftusa* *Job Title : Knowledge Manager* *Job area Service Desk * *Business Area Technical Voice Process* *Duration : Full Time * *Location Illinois* *Visa Status : Citizens, GC’s or EAD’s* Main Function of Job *The knowledge manager will act as a liaison between the Large Retailer team and the offshore management team in India. * *Maintain Solution Database * • Create new knowledge solutions as and when new functionalities or projects are initiated. • Clean up Solution database by voiding old/outdates and unused knowledge solutions. • Coordinate with Support groups, Knowledge Owner, Project Managers etc and keep the Solution database current and up to date. • Manage Knowledge requests coming through feedbacks, escalations and Knowledge Management mailbox. * Training and Awareness* • Receive information from project and support teams at the Client; streamline the knowledge and coordinate training for Offshore Service Desk. • Make sure awareness gets sent to Offshore Service Desk as when new processes gets introduced; any process changes occur; any emergency outages. • Other Refresher and New Technology/service Trainings • Prepare Top solution list and training plan for Holiday Support * Coordination and Meetings* • Attend partnership meeting with support groups and track quality issues, other gaps to closure. • Attend Project Meeting to collect relevant information. • Lead weekly KM calls with Client Knowledge Management team * Continuous Improvement Initiatives* • Work on improving first call resolution rate. • Update Service Desk Operational Manual on a timely basis. • Review and work on Quality Issue Notifications (QINs) raised by Support groups related to Knowledge solutions. • Conduct half yearly agent survey to identify knowledge gaps and work towards improving the service. *Prepare Knowledge Management Monthly Reports* *Ownership of Knowledge Management Process* *Managed offshore L1 Knowledge Management team * *Main Accountabilities* • Overall 4+ years of work experience • Ability to liaison closely with several departments and the client on a day to day basis • Ability to work and manage client interactions independently • Ensure training needs of the direct reports are met. • Successfully complete all client related training. • Manage knowledge management process. • Control and leads process improvement activities • Reports process status and progress to peers and executives • Audits knowledge Management process execution • Manage internal improvement projects to implement new technology and process • Manage IT escalations, change management and auditing. • Conducts frequent reviews of the Knowledge Management Process and negotiates, agrees with and controls any amendment s necessary *Technical Skills* • Must have experience & knowledge of service desk. • Must have worked in Service desk/Technical Process. • Good Proficiency and experience with IT applications including excel and word • Analytical and problem solving skills • Ability to work under pressure, manage deadlines and effectively prioritise work • Adaptable to changing demands and conditions • ITIL foundation certified will be an added advantage. Behavioral Skills • Ability to work under pressure, manage deadlines and effectively prioritise work • Excellent communication skills • Ability to learn from mistakes and achieve high levels of accuracy • Strong Leadership skills • Driven by results • Self motivated • Ability to work within a team • Attention to detail • Time management • Adaptable to changing demands and conditions *Language and Education* • Fluent English, with knowledge of American Colloquialisms • 4 year college degree • Minimum 1 year call center agent experience Call me if you have any questions. * * *David Moore* * *[image: cid:image001.jpg@01CAF7A9.3A4A4500] [image: cid:image002.jpg@01CAF7A9.3A4A4500] * The power of focus* *SancroSoft USA Inc | Direct: (916) 671-5579| ALT (916) 671-5596| ** da...@sancrosoftusa.com* <da...@sancrosoftusa.com>** *4944 Sunrise Blvd, Suite B-4 | Fair Oaks, CA 95628 | Fax: (916)-200-1305 | **www.sancrosoftusa.com* <http://www.sancrosoftusa.com/> * YIM:davidsancros...@yahoo.com <yim%3adavidsancros...@yahoo.com> / Gtalk:davidsancros...@gmail.com <gtalk%3adavidsancros...@gmail.com>* **http://www.linkedin.com/pub/david-moore/24/564/68b The information contained in this email message is intended only for the personal and confidential use of the recipient(s) named above. The message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by email and delete the original message *Wishing you** **and your** **Family very** **Happy and Prosperous New Year 2011**:-)* -- You received this message because you are subscribed to the Google Groups "it req" group. To post to this group, send email to it-...@googlegroups.com. To unsubscribe from this group, send email to it-req+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/it-req?hl=en.
