Knowledge Management Specialist at Global Payments

Quezon City, Metro Manila, Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Payments, Financial ServicesIndustries

Requirements

At least completed 2nd year college
Degree in computer science or related field preferred, or equivalent work experience
At least one certification preferred in CompTIA, Microsoft, Cisco, or ITIL Foundation
3 years practical experience in a Global Service Desk or equivalent

Responsibilities

Process documentation setup
Reporting trend analysis
Develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes in coordination with the Knowledge Management team
Follow Global Payments company policies, procedures, and standards
Perform other responsibilities associated with this position as may be appropriate and assigned
Work closely with Trainer and QAs in process updates and documentations
Monthly creation of Knowledge Check
Creation of refresher trainings and facilitation
Identify, collect, and document knowledge assets, including explicit knowledge (documents, databases, best practices) and tacit knowledge (expertise and insights of individuals)
Develop taxonomies, classification schemes, and metadata structures to categorize and organize knowledge assets for easy retrieval and dissemination
Facilitate the sharing of knowledge across teams
Develop and implement strategies to transfer knowledge from subject matter experts to other employees through training programs, mentorship initiatives, and knowledge exchange events
Foster a culture of knowledge discovery by promoting active learning, collaboration, and innovation within the organization
Ensure the accuracy, relevance, and currency of knowledge assets by implementing quality control measures, monitoring usage patterns, and regularly updating and reviewing content
Use data and analytics tools to assess knowledge management processes, measure the impact of knowledge-sharing initiatives, and identify areas for improvement
Support organizational change initiatives by integrating knowledge management practices into change management processes, including capturing and disseminating lessons learned
Act as backup for taking in calls whenever the need arises

Skills

Key technologies and capabilities for this role

Knowledge ManagementService DeskProcess DocumentationTrend AnalysisKnowledge AssetsTraining ProgramsMentorshipIT SupportReporting

Questions & Answers

Common questions about this position

What is the salary for the Knowledge Management Specialist position?

This information is not specified in the job description.

Is this a remote position or what is the location requirement?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this role?

The role involves identifying, collecting, and documenting knowledge assets, categorizing and organizing them, facilitating knowledge sharing across teams, and developing strategies for knowledge transfer through training and mentorship.

What is the work schedule like for this position?

Shifts may include quarterly rotating times that may include early mornings, evenings, and/or weekends in a 24x7 operating environment.

What kind of team environment can I expect?

This is a contractor position within the BTS End User Support department, working closely with Trainer and QAs on process updates and documentation, while supporting the Global Service Desk community.