Manages and coordinates the day-to-day Knowledge Management processes and activities
Train the Knowledge Contributors
Review the Knowledge articles (in case Approval workflow)
Defines knowledge categories
Encourages Knowledge
Users to leave feedbacks
Search for Ping – Pong Incidents in SNOW. Indication for missing or wrong Event Response procedures.
Adaptation of thresholds. Regular check of incidents in SNOW. Many tickets for the same reason and same server is an indication for unreasonable thresholds. Ticket Resolution has to be checked.
Reduction of incidents based on events. Check of resolutions in SNOW. “Irrelevant” alarm
Understand customer contract and its related event flow and ensure together with PBU their quality
Qualifications
Completed studies.
Incident, Event and Knowledge management experience.
Diligence, reliability, good communication skills
Advanced Excel, Powerpoint knowledge
Knowledge Management about Incident Management Process TSI
German skills - fluent speaking for customer communication mandatory
English - fluent speaking for customer communication mandatory
Additional Information
Advantages: ITIL4 certification
Personality: Has good analytical skills, is result and success oriented, also an excellent team player and able to think independently.
