Knowledge Manager Resume Examples

knowledge manager/service desk track lead

  • Managed 20+-person Service Desk
  • Liaised with customer-side End-User Services Manager to pick up and implement level 1 and level 2 support for new and existing services.
  • Successfully transitioned from incumbent support team to HCL’s support team.
  • Rewrote entire level 1 and level 2 knowledge base in HTML 5 in Service Now
  • Assisted in modifying, implementing and UAT of Service Now
  • Promoted up from Service Desk, Remote Desktop Support (level 2), and On-site Deskside Support, and Remote Access Support Manager

knowledge manager

  • Managing the current knowledgebase, creating new articles based on the current issues and project requirements.
  • Auditing the existing articles lifecycle and validating the contents based on inputs from the content owners.
  • Creating new taxonomies and categorizing the articles accordingly
  • KM strategy design and implementation, aligning KM with business strategy
  • Leading requirements gathering, system analysis & finalization of technical specifications for implementing CA Intranet portal, Knowledge Management Portal and various team sides module on SharePoint Online
  • Monitoring project progress & outstanding issues and ensuring the quality & timeliness of the deliverable
  • Conducting various knowledge sharing initiatives to codify project knowledge

knowledge manager

  • Create awareness of KM principles and practices and help build KM brand within CA community by promoting various KM tools and techniques
  • Work closely with the members of IT and the business to design and implement report development within CSM to support Knowledge Management strategies
  • Creation of Knowledge Video articles and sending communications based on the project requirements
  • Identifying and creating articles as per SOX validations and setting up controls for reviewing the SOX articles  

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