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KERING TECHNOLOGIES - EUS Knowledge Manager

Kering - Regular
- France

Job Family Group Description - Information Technology: Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure. Job Family Description -End-User Support: Provides end-user computing support services. Has technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements. Keeps the infrastructure available: computers, networks, and telecommunications. Increases efficiency and effectiveness of information flow, working closely with users.

ROLE MISSION

The EUS Knowledge Manager is in charge of managing the Knowledge Base and monitoring the usage & needs for both IT and End Users within Kering Technologies worldwide (3 regions EMEAI, AMER and APAC)

KEY ACCOUNTABILITIES

  • Manage, update, and maintain knowledge articles (through a defined lifecycle) to ensure that they are current, relevant and valid
  • Ensure that all knowledge articles are made accessible to IT and End Users in an efficient and effective manner
  • Implement metrics to evaluate end to end knowledge management performance
  • Ensure efficiency and effectiveness of the process and propose improvements
  • Provide reporting on knowledge usage, creation, and helpfulness
  • Draft the knowledge management policy and educate IT stakeholders on its proper application.
  • Review and approve articles creations and/or publications
    • Is accountable for regional translations and publications
  • Coordinate with the Service Owner to get articles produced or to validate articles where Subject Matter Experts are required;
  • Overall Monitoring of (among others) :
    • articles usages to perform a resolution
    • articles being useful and less useful
    • articles ratings
    • articles consulted


 

KEY REQUIREMENTS

  • ITILv3 Certification
  • Experience working with ServiceNow and other ITSM tools
  • Knowledge of ITSM and ITIL stages/processes, specifically all aspects of IT KM.
  • 5 years experience creating, maintaining, and updating knowledge management strategy, plans, assessments, and trainings preferred
  • Strong Customer Centric skills
  • Good level of written and spoken English

Kering is committed to building a diverse workforce.
We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

  • Full time
  • 欧洲
  • France
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