Knowledge Management Specialist with German (new SSC)

Knowledge Management Specialist provides expertise to Service Delivery teams, projects and business functions ensuring that Others have access to the right information across digital channels using ServiceNow and its integrations across the platforms where knowledge is consumed. The Knowledge Management Specialist drives continuous improvement on knowledge management processes/practices/operations leveraging current and emerging capabilities on ServiceNow.

Responsibilities

• Identifying knowledge gaps, quality opportunities and coordinating knowledge content improvements with content owners.
• Creating and publishing knowledge content in ServiceNow knowledgebases.
• Evaluating and providing feedback on knowledge articles submitted to content authors to drive knowledge accuracy and efficacy.
• Providing trainings and supporting new content owners and all users of the knowledgebase.
• Approving or rejecting the knowledge articles based on process compliance (non-technical review) ensuring approvals of articles are carried out in a timely manner.
• Creating self-service knowledge content for individual user via ServiceNow Service Portal to help users quickly resolve their issues.
• Performing administrative tasks (knowledgebase creation, managing knowledge categories, featured content, enforcing publishing/content standards, managing the knowledge request and comment process, etc.)

The offer:

• Attractive salary.
• 100% Working remotely.
• Group insurance and health insurance (mixed package), multisport.
• Language courses.
• Financial support for Masters studies.
• Local and international career opportunities.

About you:

• Fluent in German and communicative in English;
  
• 2+ years of experience in Knowledge Management, Project Management, Service Delivery or Contact Center support function.
• Strong verbal/written communication skills - attention to details and skilled in writing clear and concise articles for knowledge sharing.
• Experience creating support documentation (quick reference guides, manuals, how to articles, etc.)
• Knowledge of HTML, project management, repository management, web content management, and managing intranets, portals, collaborative and social media tools.
• Management products such as ServiceNow, Salesforce, or equivalent.
• ITIL, PMP, or Technology certifications would be an advantage.
• Strong analytic and critical thinking skills.