Knowledge Manager
HCL Technologies
Total years of experience :11 years, 6 Months
Knowledge Manager ▪ Creating, publishing, analysing, distributing process reports related to Knowledge Management, ▪ Reports on performance metrics, ▪ Responding to Knowledge Feedback, ▪ Preparing documentation for new or existing Knowledge, ▪ Scrutiny and updating of defined escalation path to keep the escalation policy up to date, ▪ Ensuring completeness and integrity of information collected to conduct daily operations, ▪ Establishing measurements and targets for different support group to improve process effectiveness and efficiency, ▪ Accountable for Knowledge Contents and the quantity and quality of knowledge and the effectiveness of its use, ▪ Assisting in providing guidance and input into the Knowledge Management strategy during daily, weekly and monthly meeting, ▪ Providing on-going support and training for users (implementations/Q & A/ Tier I support), ▪ Performing test in ServiceNow (London upgrade) to check an article is completing all the phase in Snow, ▪ Approving Knowledge Submissions from support groups, ▪ Promoting and advocating for Knowledge Management use and contributions to other support group within the organisation, ▪ Maintaining Knowledge within the KM Database, ▪ Working with counterpart in Knowledge Management and other Knowledge Champions to review and audit/self-assess the process and its techniques and methods. ▪ Line up with other processes and business functions to ensure processes are put in place to capture data, information and knowledge and leverage benefits provided by the Knowledge Management process.
Knowledge Manager
▪ Knowledge articles creation for unknown issue and after approval from KM SME group publishing the articles;
▪ Updating published KB articles with latest information and feedback from Tier 2 & Tier 3 group;
▪ Retiring KB articles which are out-dated and not in use;
▪ Publishing news and alerts in Service now regarding outage or planned maintenance,
▪ Driving efficient knowledge base clean-up activity,
▪ Conducting session for Service Desk on how to use knowledge article,
▪ Creating reports for Knowledge Management.
SME (Shift Lead)
▪ Managing CMS, Chat &Tickets queue to maintain smooth functioning of the operation and attaining all the required SLA’s daily;
▪ Creating all project related reports and sending it to the stakeholders and management as per requirement;
▪ Handling a team of 28 members & managing their leaves, transport and other queries and motivating them and helping them achieving their KRA’s;
▪ Creating roster & transport sheet for the team and sending it to Admin team and coordinating with them in case of any issue or emergency;
▪ Monitor ageing of tickets and driving them to resolution and coordinating with Major Incident Management team during outage,
▪ Floor Support to the team and assisting them with unknown issues;
▪ Training new joiners and helping them to grasp the project knowhow by conducting sessions, test, hands on tool experience and test call sessions,
Service Desk
▪ Providing technical support to the employees if they face any IT issue with company assets and systems,
▪ Training experienced folks with project reports and system and non-voice tickets.
▪ Quick learner and an excellent team player with ability to meet deadlines and work under pressure,
▪ Applying technical skills as well as analysing customer’s issues to provide them quick and effective resolution of their issues.
▪ Communicate with the user through Skype, Calls and Service now chat sessions and assist them virtually with the use of a remote desktop application and help users experiencing difficulties with their computers and document the problems in a ticket in case of resolving or escalating the case;
▪ Consult KB articles, reference incidents, user manuals for research and use the steps mentioned to troubleshot after getting prior approval from the respective KM SME group and updating all the analyst to utilize the latest fix while assisting the users;
Achievements
▪ Won “R&R Award” for best performance in the project;
▪ Promoted to SME role;
▪ Promoted to Knowledge Manager and working in a team of 4 members who are taking care of Knowledge Management for the project across the globe;
▪ Received appreciation from management for streamlining the reporting for the project
Service Desk
▪ Experienced in providing L1, L1.5 and L2 for different projects according to their requirements in Capgemini,
▪ Assisting user through chat session or on call and providing them technical assistance with the help of a remote desktop tool,
▪ Extensively worked on Incident Management, Knowledge Management, Service Desk Support for different clients,
▪ Good at analysing and possesses unique combination of technical functional skills and ability to understand client requirements,
▪ Involved in Daily, Weekly and Monthly Governance Call Meetings with Management and Client,
▪ Auditing Phone & ticket documentation and providing appropriate feedbacks to the individuals,
▪ Managing and organising fun activities for the team
▪ Training associates with new updates and providing class room training to the new joiners.
Knowledge Co-ordinator
▪ Proof reading, format check and CMDB CI check for knowledge articles that has been created by different LOB’s,
▪ Article creation on request from different support groups,
▪ Coordinating with Knowledge Manager and working as per instructions,
▪ Worked on KB clean-up activity.
Achievements
• Won the “Team Player Award” for Sensis project (Capgemini),
• Received Project Star Award for Canon project (Capgemini),
• Received “Xtra Mile Award” from Capgemini for taking extra initiatives,
Customer Support
• Understanding the client requirement from business requirement document/ mail as well as verbal communication,
• Working on the batches with good quality and within TAT,
• Quality checking of ECCA batches,
• Assisting users if they face any issues while submitting their insurance claims online from the healthcare portals,
• Adhering to latest updates from the clients and implementing the same while helping the end users,
• Participate in Daily Knowledge sharing sessions with the onshore team and updating the same update to the agents,
• Auditing the claims processed by agents and checking whether appropriate information had been captured properly,
• Creating RCA on customer complaints and giving appropriate feedbacks to the agents,
• Working on testing of EPMO and New Server platform.
Achievements
• Won “R&R Award” from TCS twice for outstanding performance for the project
courses: ITIL® Foundation Certificate in IT Service Management •Certificate in Computer Application from Braintech Computer Centre, •Hardware & Networking