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Administrator: Service Knowledge Management

Job Ref
281654
Job Type
Permanent
Employer Type
Recruitment Agency
Date Added 7 Jun 2019
Expiry Date 5 Jul 2019
* There have been 16 applications to this job.
* This job has been viewed 993 times.
Employer:
BCX

Location:
Gauteng

Salary:
Market related

Benefits:


Role details:
Provides administrative support to Config, Knowledge Management, Analytics & and Quality Operations. This includes the verification and analysing of data
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Core Functional Knowledge/ Skills
• Good Planning Skills
• Good Understanding of Process, Procedures and Work Instructions
• Management and Knowledge Management Tools (i.e. Helix and Marval)
• Reporting Skills
• Technical Understanding of Service Components and Technology Utilised
• Working Knowledge of Microsoft Office Software Products
• Understands BCX's Business Ethics and Values

Key Deliverables / Primary Functions
• Compile and Distribute Knowledge Article usage and creation Reports
• Verify Quality of Information submitted in articles created
• Interface with Problem Management and Incident Management and Database Data Owners
• Assist with Training and Awareness on the Knowledge Management function and benefits
• Review and Audit Data Integrity on articles in the system, remove or reclassify where required
• Monitor Process Activities , e.g. optimising processes, assist in creating training material, etc.
• Interface with Service Desk to drive article usage and first contact resolution

Competencies (Behaviour)
• Analytical Thinking
• Communication
• Conformity
• Customer Excellence Orientation
• Feedback
• Listening Potential
• Organising
• Reading Comprehension

Qualifications
• Grade 12, NQF Level 4
• Relevant diploma/degree, NQF level 5/6 advantageous
• Preferably ITIL Foundation certificate

Experience
• 3 - 5 years’ experience in an IT environment
Experience in Technical IT environment advantageous





 
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