Knowledge Manager Service Request Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
What success looks like in this role:
Key Responsibilities
Oversees facilitates and administers ITIL based service support. Manages and oversees service delivery through the effective implementation of Knowledge and Service Request practices. Participates in the management of Major Incidents. Coordinates client-facing resources and potentially client and client partners to facilitate compliance with service quality commitments.
Knowledge Management
Manage the lifecycle of Knowledge for the customer.
Build and maintain relationships with customers and stakeholders ensuring that their needs are understood and met.
Create edit assess and approve Knowledge Articles.
Manage the periodic review cycle of Knowledge Articles including the removal of outdated articles.
Manage and improve the KM process and procedures; utilising AI as appropriate identify and implement continuous improvement opportunities.
Maintain high standards in written and spoken communication; generate and present reports to the customer.
Service Request Management
Serve as the primary contact for Service Request process and compliance issues across all of the customers service providers.
Monitor and drive the efficiency and effectiveness of SRM proesses making recommendations for continuous improvement. This proactive approach will help identify and address potential isues before they escalate.
Ensure that Service Requests are resolved within Service Level Agreement (SLA) targets in order to help maintain high standards of service delivery and customer satisfaction.
Periodically audit Service Request tickets against Unisys standards and crerate improvement actions to uplift performance.
Identify opportunities to create specific catalogue items from generic request tickets streamlining the fulfilment process and improving the user experience.
You will be successful in this role if you have:
4-6 years relevant experience
Excellent Written and Verbal Communication
Comprehensive knowledge of ITIL V3 / ITIL 4 processes and principles
NV2 Security Clearance
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age caste citizenship color disability family medical history family status ethnicity gender gender expression gender identity genetic information marital status national origin parental status pregnancy race religion sex sexual orientation transgender status veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein or cannot otherwise complete your expression of interest without additional assistance and would like to discuss a request for reasonable accommodation please contact our Global Recruiting organization at or alternatively Toll Free: (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.
Required Experience:
Manager
Key Skills
- System Architecture
- Records Management
- Zendesk
- Customer Support
- Live Chat
- IT Service Management
- ITIL
- Sharepoint
- Metadata
- Knowledge Management
- Intelligence Analysis
- Content Management
About Company
Unisys is a global information technology company that specializes in providing industry-focused solutions integrated with leading-edge security to clients in the government, financial services and commercial markets. Unisys offerings include security solutions, advanced data analytic ... View more
