AddressASSOCIATE PROCESS MANAGER
Chennai
2.5-5 Years
INDIA
Job Description (Posting).
Collaborate with key leaders to define data needs
Develop and implement a comprehensive, innovative knowledge/content management structure to ensure the efficient dissemination of information across a broad spectrum of functions and users
Drive the development and implementation of important information to improve service
Develop comprehensive professional development to train employees to access and analyze data throughout the organization
Develop strategies for long-term, sustainable systems to support the delivery of instruction
Facilitate communication between stakeholders, successfully facilitating necessary negotiations
Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations
Maintain currency of knowledge with respect to relevant curriculum, technology, marketing, and/or systems
Gather data on user experience and implements plans of action to improve user experiences
Provide general leadership, guidance, and support to relative team members in order to collaborate, give feedback, develop plans, and reach team and individual goals
Working knowledge of ITIL framework.
Prior Service desk experience a must
Experience in online knowledge management, knowledge management tools
Experience in Content writing and instructional design
Exposure to similar role for a minimum of 1 Year.
Experience of working in 24/7 environment.
Experience with Excel, Access and other database programs
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Develop and implement a comprehensive, innovative knowledge/content management structure to ensure the efficient dissemination of information across a broad spectrum of functions and users
Drive the development and implementation of important information to improve service
Develop comprehensive professional development to train employees to access and analyze data throughout the organization
Develop strategies for long-term, sustainable systems to support the delivery of instruction
Facilitate communication between stakeholders, successfully facilitating necessary negotiations
Recommend, implement, and administer methods and procedures to enhance Knowledge Management operations
Maintain currency of knowledge with respect to relevant curriculum, technology, marketing, and/or systems
Gather data on user experience and implements plans of action to improve user experiences
Provide general leadership, guidance, and support to relative team members in order to collaborate, give feedback, develop plans, and reach team and individual goals
Working knowledge of ITIL framework.
Prior Service desk experience a must
Experience in online knowledge management, knowledge management tools
Experience in Content writing and instructional design
Exposure to similar role for a minimum of 1 Year.
Experience of working in 24/7 environment.
Experience with Excel, Access and other database programs
(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases
Qualification
B-Tech
No. of Positions
1
Skill (Primary)
Technical Competencies-Project Management-Knowledge Management
Auto req ID
1376624BR
