Location
Noida | India
Job description
Job Description (Posting).
PROBLEM & KNOWLEDGE MANAGER1. Understand the Problem Request and qualify it to be a valid Problem thatjustifies to be a Known Error and requires Problem Investigation and resolution2. Create and own the lifecycle of Known Error records in the Known ErrorDatabase3. Identify the resources required from various Technology Tracks (if required, alsovendors) to work on the Problem record, in order to investigate, analyze andresolve the Problem4. Document and communicate to the Service Desk, the recommendedworkarounds in order to support Incident Management efficiency5. Document the Root Cause analysis actions, identified Root Causes and initiateactions (including any Changes) required to resolve the Known Errors andProblems6. Communicate with the Problem Management Process Owner, in order tohighlight any improvements identified in the Problem Management process,tools, documentation or people s7. Receive and Record approved Known Errors in designated tools in with adequatedetails and consistency of language and format8. Maintain Known Error Records with the Problem and Incident Recordsrelationships9. Update Known Error Records to include recommended Workarounds10. Optimize KEDB search facility based on feedback and inputs from the IncidentManagement staff and Service Desk11. Periodically conduct the KEDB housekeeping after new releases are made onapplications and infrastructure, fixing the Known Errors and Bugs12. Own the long term strategy of knowledge management for the OMC to developfocus areas, tools and procedures that can deliver the desired outcomes of theKnowledge Management process13. Develop standard formats for knowledge submissions and socialize them withthe Technology tracks14. Improve the Knowledge Management tools and their ability to provide better,fast search results to support Incident Management process and to providebetter ability to relate the Incidents with Knowledgebase articles15. Run knowledge submission campaigns with different technology tracks andsupport these campaigns with a reward and recognition program to recognizethe knowledge contributing staff (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
Qualification
B-Tech
Skill (Primary)
CFS-SERVICENOW-OPERATIONS CONSULTANT
Job tags
Salary
