Knowledge Management Support Analyst
Knowledge Management Support Analyst
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Individual Accountabilities
- Responsible in strategizing planning and leading documentation initiatives with Vendor-Knowledge Manager Vendor Leaders and Manulife governance.
- Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation new initiatives or maintenance efforts.
- Monitor that all SRDs / SNow articles are produced / updated in a timely manner are written in a language that is understandable to all Vendor-Service Desk staff regardless of tenure and all tacit knowledge or possible breakpoints are identified and documented.
- Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives.
- Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any possible issues risks and mitigation plans as needed.
- Assist in documentation audits and analysis between Manulife and Vendor.
- Help the team increase FCR through sufficient and accurate documentation.
- Work on special projects or duties related to Service Desk as assigned or requested.
- Work together in a small team with a common purpose follows rules from Senior staff and leaders as mandated by the company.
Job Requirements
- Bachelors degree in any course (Computer related course is a plus.)
- Strong Knowledge in Service Now
- Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years experience)
- Knowledge of Microsoft Office Suite Lotus Notes Active Directory and a variety of other Service Desk related applications.
- Technical service experience and strong customer service orientation (At least 3 years experience in Customer Service / Technical Support is a plus.)
- Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
- Strong verbal and written communication in English; able to effectively articulate technical vision possibilities and outcomes
- Strong time management and multi-tasking skills
- Strong listening analytical and problem-solving skills
- Strong organizational skills with emphasis on detail and follow-up
- Excellent Attendance Record
- Ability to work in a rotating schedule
- Ability to work in minimal supervision
- Average to excellent interpersonal skills
- Ability to work in a complex and fast-paced work environment
- Ability to work in a hybrid setup: 3 days onsite and 2 days remote
- Excellent work ethics
- Great team player
- Service Desk Analyst Certification is a plus
- Knowledge-Centered Service (KCS) Certification is a plus
- An ITIL qualification is a plus
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Working Arrangement
Required Experience:
IC
Employment Type
Full-Time
