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Hybrid Knowledge Management Support Analyst

at Manulife
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Posted last month

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About the role

  • Responsible in strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance
  • Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation, new initiatives, or maintenance efforts
  • Monitor that all SRDs / SNow articles are produced / updated in a timely manner and are understandable to all Vendor-Service Desk staff
  • Identify and document tacit knowledge and possible breakpoints
  • Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives
  • Ensure Vendor is meeting KPIs related to Knowledge and report issues, risks, and mitigation plans to Management
  • Assist in documentation audits and analysis between Manulife and Vendor
  • Help the team increase FCR through sufficient and accurate documentation
  • Work on special projects or duties related to Service Desk as assigned or requested
  • Work together in a small team with a common purpose and follow rules from Senior staff and leaders as mandated by the company

Requirements

  • Bachelor’s degree in any course (Computer related course is a plus.)
  • Strong Knowledge in Service Now
  • Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years’ experience)
  • Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications
  • Technical service experience and strong customer service orientation (At least 3 years’ experience in Customer Service / Technical Support is a plus.)
  • Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred
  • Strong verbal and written communication in English
  • Strong time management and multi-tasking skills
  • Strong listening, analytical, and problem-solving skills
  • Strong organizational skills with emphasis on detail and follow-up
  • Excellent Attendance Record
  • Ability to work in a rotating schedule
  • Ability to work in minimal supervision
  • Average to excellent interpersonal skills
  • Ability to work in a complex and fast-paced work environment
  • Ability to work in a hybrid setup: 3 days onsite and 2 days remote
  • Service Desk Analyst Certification is a plus
  • Knowledge-Centered Service (KCS) Certification is a plus
  • An ITIL qualification is a plus

Benefits

  • Hybrid working arrangement: 3 days onsite and 2 days remote
  • Empowerment to learn and grow the career you want
  • Flexible environment supporting well-being and inclusion
  • Support from a global team and opportunities for international collaboration
  • Reasonable accommodation support during application process

Job title

Knowledge Management Support Analyst

Job type

Full Time

Experience level

JuniorMid level

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

HybridQuezon CityPhilippines

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