Process Lead

Key Responsibilities:

Content Lifecycle Management:

• Create maintain and update knowledge articles pertaining to various projects ensuring accuracy and relevance.
  
• Curate and moderate usergenerated content collaborating closely with UAT teams to capture artifacts and articulate defects for creating effective workarounds.
  

Process Leadership:

• Lead process improvement initiatives within OSS and BSS support domains driving efficiency and effectiveness.
  
• Develop and implement strategies to streamline processes enhancing overall operational performance.
  
• Collaborate with crossfunctional teams to identify process gaps and opportunities for optimization.
  

Content Development:

• Write and map work instructions for unfamiliar processes across multiple business units ensuring clarity and comprehensibility.
  
• Create various types of knowledge articles including work instructions quick reference guides user guides/system instructions FAQs technology overviews troubleshooting guides and operational documents.
  

Knowledge Governance:

• Ensure knowledge is tightly governed organized and accessible adhering to established standards and guidelines.
  
• Maintain a processdriven approach to knowledge management ensuring alignment with business unit objectives.
  

Stakeholder Management:

• Influence stakeholders to gather necessary information and insights required for knowledge creation and process improvement initiatives.
  
• Collaborate effectively with various stakeholders to ensure alignment and buyin for proposed changes and initiatives.
  

Qualifications:

• Bachelors degree in a relevant field (or equivalent work experience).
  
• Proven experience in content management technical writing and process optimization preferably within telecommunications or similar industry environments.
  
• Familiarity with OSS and BSS support systems and processes with experience in telecommunications or similar organizations.
  
• Strong understanding of process mapping methodologies and tools.
  
• Excellent communication and interpersonal skills.
  
• Ability to thrive in a fastpaced project environment meeting tight deadlines.
  
• Strong stakeholder management and influencing skills.
  
• Detailoriented with a focus on delivering highquality work.