Knowledge Manager

We are looking for a Knowledge Manager who will support the IT Services Manager. You will be responsible for: Reporting directly to IT Service Manager for SENSE Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization (Ex SENSE Wiki) Continual Improvement of the Knowledge available for Support Agents and End Users Knowledge Owners and Trainers within the SENSE Environment Managing and developing Global Knowledge Management towards Business demand and objectives for the different SENSE Value Streams Driving Knowledge Management within the SENSE Environment Value Streams Guiding Knowledge Owners to create high quality KB Articles which are easy to handle by Support Agents and End Users Identifying and implementing Improvement initiatives to make the KB more friendly for End Users and Agents Promoting of Knowledge User Feedback Driving the detection of automation possibilities in combination with the Virtual Agent Topic Flows Assisting to implement and drive a reduced “Live Agent” contact because of high quality Virtual Agent Driving high Support Agent Knowledge by high quality trainings and communication Driving high Support Agent Knowledge by detecting Agent Knowledge gaps Focusing on Incident Avoidance, Inbound Avoidance and MTtR Reduction Performing Routine inspections/audits to verify process adherence Preparing and presenting Management Reports with corresponding improvement actions Presenting (progressing on) Improvement Actions in customer (internal/external) meetings Who are we looking for? Deep Microsoft Office products knowledge – MS Excel (be able to manage data sets, apply filters & create pivots) Good Knowledge of Incident ITSM Processes Experience in Provider Management Experience in Knowledge Management Power BI experience would be an advantage Excellent Communication skills Strong Analytical skills Strong Reporting skills Strong Management skills Strong organizational skills Fluent English skills, both written and verbal Availability during CET Business Hours What do we offer: Adjustable standing desk as a standard MSDN license for each developer with prepaid access to AZURE Free access to PLURALSIGHT – the WBT platform Team building program - 2 days adventure offsite meeting for all employees every year, Christmas party, extra budget for team building events Participation on world famous IT conferences like Microsoft IGNITE for best employees Wide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …) Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…) Health program (contracted wellness providers, sport centers, salary reimbursement in case of illness) Retention program (work anniversary, life anniversary, additional pension plan, employee loans) Family care program (subsidy for newborns, maternity leave, kindergardens, summer camps) Basic wage component (gross) and other rewards: starting from 2400EUR brutto /month + VAR* *We are required by law to disclose basic wage component for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions. Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team. Organization: Siemens Healthineers Company: Siemens Healthcare s.r.o. Experience Level: Experienced Professional Job Type: Full-time