Sr Associate- Software Support at Northern Trust

Pune, Maharashtra, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, BankingIndustries

Requirements

Expertise in ITIL frameworks and organizational standards for knowledge management
Experience in defining, implementing, and governing knowledge management processes
Ability to manage and maintain a centralized knowledge base for supported applications
Skills in facilitating and delivering training sessions for global support teams (Tier 1.5, Tier 2, etc.)
Capability to adapt and tailor externally developed training content
Proficiency in establishing KPIs, monitoring effectiveness, and driving improvements
Strong collaboration skills with IT service management teams, external vendors, internal stakeholders, application owners, product teams, and service delivery leads
Experience in conducting ongoing training, refresher courses, knowledge-sharing workshops, and assessing knowledge retention

Responsibilities

Define, implement, and govern knowledge management processes for Service Delivery and Operations (SD&O), ensuring compliance with ITIL best practices and organizational standards
Act as the primary authority on knowledge management activities within the SD&O team, ensuring knowledge is captured, categorized, and accessible across global support teams
Establish KPIs for knowledge management and monitor the effectiveness of the knowledge management system, driving improvements
Work with IT service management teams to integrate knowledge management with other ITSM processes (e.g., incident, problem, change management)
Manage and maintain a centralized knowledge base for all supported applications, ensuring accuracy, relevance, and accessibility
Establish processes for reviewing and updating knowledge articles based on application updates, new releases, and process changes
Implement feedback mechanisms to improve knowledge article quality and relevance
Ensure alignment between the knowledge base and external vendor training content
Facilitate and deliver training sessions for global support teams to equip them with necessary skills and knowledge
Adapt externally developed training content to internal needs and the current support environment
Conduct ongoing training, refresher courses, and knowledge-sharing workshops
Monitor and assess knowledge retention among support teams, providing additional support as needed
Collaborate with external training vendors to align content with SD&O needs
Work with internal stakeholders (application owners, product teams, service delivery leads) to align knowledge management and training with operational goals