Location : ,
Job Title: Knowlege Management Specialist
Start date: 09/16/2024
Location: Orlando 7055 S Kirkman Rd , Orlando FL
Onboarding Process:
• Selected Candidate must be willing to go to the closest Capgemini/Client office location as indicated by the project team to meet and greet with a Capgemini team member prior to starting their assignment.
• If the candidate is not local, Capgemini will pay the expenses.
Education
• Bachelor's degree.
• 2+ years providing documentation support in KMS processes.
• 3+ years providing knowledge management services in an IT services organization
• Experience and formal training (or certification) in ITIL, technical documentation, operational processes, and/or service delivery.
Delivery Role:
Position Purpose:
The Knowledge Management Specialist is responsible for supporting the creation and management of documentation related to services, support, and process for teams that support the client. This position ensures documentation for business processes, policies, work level instructions and services meet documentation standards and requirements related to both corporate and client policy. This role works closely with the Knowledge Management Leadership, support teams and individuals to provide support and assistance in developing, updating and maintaining documentation. This individual must be self-directed, technology aware, willing learner, able to analyze and prioritize opportunities.
Responsibilities:
• Finalize documentation to be published (proof, format, modify document properties).
• Produce and/or modify all formats of Microsoft Office, including Visio, Adobe files and other document formats as identified.
• Publish documentation in designated library following defined procedures utilizing existing tools.
• Provide training to account resources on account level Knowledge Standards and procedures.
• Create and maintain documentation developed in alignment with Account Knowledge Process & Standards and organizational goals
• Create and maintain documentation on operational policy, procedures, forms and letters, matrices, workflows, and other business processes.
• Providing guidance, coaching, or training on documentation standards to technical staff.
• Perform reviews of documentation with technical staff when changes are required.
• Work independently (minimal supervision) to problem solve, prioritize, and meet objectives for documentation management and compliance.
• Generate reports measuring document management processes.
• Manage and maintain documents and content within Microsoft SharePoint site collections, libraries, and lists.
• Participate in and/or conduct audits of knowledge repository to ensure relevance of data properties and library metadata for library integrity.
• Collaborate with KM (Knowledge Management) specialists, support teams and clients
• Coordinate and facilitate input to update policy, procedure, and technical documentation.
• May assist in managing and maintaining SharePoint site collection, libraries, lists, permissions, etc. in relation to knowledge management and other account level activities.
Capabilities & Experience:
• Excellent English written and verbal communication skills are mandatory. Ability to perform internal and external correspondence efficiently, and effectively both written and verbal.
• Advanced technical, procedural and document writing, proofing, and editing skills.
• Proficiency in Microsoft Office (Word, Visio, PowerPoint, Excel), Adobe and/or other publishing tools.
• Advanced understanding of knowledge management and documentation techniques – formal training preferred.
• Advanced user of Microsoft SharePoint and O365 as well as collaboration, communication and sharing tools such as Teams and OneDrive.
• Experience with use of SharePoint libraries and site management.
• Experience with process and technical documentation requirements in IT operations teams.
• Demonstrated success in role(s) requiring problem-solving, analytical thinking and process improvement skills