Knowledge Manager Support Desk at ING Private Cloud
ING Private Cloud is looking for an Knowledge Manager for our Specialized Support Desk who will be part of our service support team which is responsible for managing and maintaining the day-to-day effective service support solutions in our cloud environment.
He will engage and establish constant contact with the different stakeholders, matter experts groups, teams providing the needed structure and information within IPC in the mission of elevating our service support model.
Roles and responsibilities
The Knowledge Manager main responsibility is establish, manage and provide direction to the information and procedures on ITIL processes and lead the knowledge management for your team members.
Together with the Operational Support Manager, the support team, you will build and execute a roadmap for knowledge management initiatives and solutions, you will Initiate and drive the information supply independently and with stakeholders;
The incidents will be then assigned by the Incident Manager depending of the area of expertise of each engineer and or with indication of what action should be taken for an immediate action to resolution.
Whether an escalation, process’ bottle neck, or incident backlog, requires other countermeasures, the Knowledge Manager will then collecting information from different teams, PO’s and first line support and helping the team to prepare the required new knowledge items, with a view to improving the FCR (first call resolution - resolution time of recurring 1st line calls).and solving them with the collaboration of his team members and reach and engagement if necessary with the PO’s and or IPC 2nd Line Support.
We are looking for you, if you:
Have practical knowledge in ITIL 4 practices [Incident, Problem, Knowledge, Change].
Ensure good and regular communication to stakeholders about the solution time on ITIL processes, precise on incident management and problem solving.
Have demonstrable track record of the above, preferably 3+ years in similar environments,
Have practical knowledge of ticket management tools such as SNOW,
Providing knowledge items to the customer's (end-user) / support team
Ensure current and correct version management of knowledge items
Drawing up and managing a training plan and organizing training sessions for the support team
Regularly updating and evaluating knowledge items
Support the development and implementation of training on knowledge management processes and tools
Collaborating with content owners and subject matter experts to ensure they have the right feedback to create and maintain meaningful knowledge assets;
Design and implement enhancements to knowledge tools, chatbots and technologies including managing user roles and access rights;
Design and support information templates and publishing standards for content owners and contributors;
Develop bitesize, easy to use and understandable knowledge assets in formats that meet audience needs in collaboration with content owners and subject matter experts Identify and resolve knowledge management gaps with regional and operational teams
Open minded, eager to learn, high in energy, team player
A 'take it on an make it happen'" mentality
Bachelor's degree (preferably in Information Technology)
Excellent verbal and writing skills in English
Good to have:
You understand CI/CD concepts & methodology and have experience with modern pipelines
Exposure to working in multi-cultural Cloud environments.
ITIL certification is a plus.
Previous experience in service and knowledge programs.
Project management and collaboration capabilities.
Familiar with working in organizations that have a focus on Risk & Compliancy.
You'll get extra points for:
You are an excellent communicator and can cooperate with people at all levels
You have a keen eye for service improvements
Effective communication towards the internal organization and customers;
Understanding of technology, ideally with a background in infrastructure, cloud environments and managed services
Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm
The benefits of working with us at ING include:
A salary tailored to your qualities and experience
24-27 vacation days depending on contract
13th month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% Holiday payment
Hybrid working to blend home working for focus and office working for collaboration and co-creation
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.
Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.