NL-based Knowledge Manager

ING Private Cloud is looking for a NL-based Knowledge Manager for our Specialized Support Desk who will be part of our service support team which is responsible for managing and maintaining the day-to-day effective service support solutions in our cloud environment. He / She will engage and establish constant contact with the different stakeholders, matter experts groups, teams providing the needed structure and information within IPC in the mission of elevating our service support model.

Roles and responsibilities

The Knowledge Manager main responsibility is to establish, manage and provide direction to the information and procedures on ITIL processes and lead the knowledge management for your team members.

Together with the Operational Support Manager, the support team, you will build and execute a roadmap for knowledge management initiatives and solutions, you will initiate and drive the information supply independently and with stakeholders.

The incidents will be then assigned by the Incident Manager depending on the area of expertise of each engineer and or with indication of what action should be taken for an immediate action to resolution.

Whether an escalation, process’ bottle neck, or incident backlog, requires other countermeasures, the Knowledge Manager will then collect information from different teams, POs and first line support and help the team to prepare the required new knowledge items, with a view to improving the FCR (first call resolution - resolution time of recurring 1st line calls) and solving them with the collaboration of his / her team members and reach an engagement if necessary with the POs and or IPC 2nd Line Support.

We are looking for you, if you:

• Have practical knowledge in ITIL 4 practices [Incident, Problem, Knowledge, Change].

• Ensure good and regular communication to stakeholders about the solution time on ITIL processes, precise on incident management and problem solving.

• Have demonstrable track record of the above, preferably 3+ years in similar environments,

• Have practical knowledge of ticket management tools such as SNOW,

• Provide knowledge items to the customer's (end-user) / support team

• Ensure current and correct version management of knowledge items

• Have experience in drawing up and managing a training plan and organizing training sessions for the support team

• Regularly updating and evaluating knowledge items

• Support the development and implementation of training on knowledge management processes and tools

• Collaborate with content owners and subject matter experts to ensure they have the right feedback to create and maintain meaningful knowledge assets;

• Dare to speak-up and provide honest feedback to your team members and other stakeholders, without losing sight of building long-term relationships;

• Design and implement enhancements to knowledge tools, chatbots and technologies including managing user roles and access rights;

• Design and support information templates and publishing standards for content owners and contributors;

• Develop bitesize, easy to use and understandable knowledge assets in formats that meet audience needs in collaboration with content owners and subject matter experts Identify and resolve knowledge management gaps with regional and operational teams

• Open minded, eager to learn, high in energy, team player

• A 'take it on & and make it happen' mentality

• Bachelor's degree (preferably in Information Technology)

• Excellent verbal and writing skills in English

Good to have:

• You understand CI/CD concepts & methodology and have experience with modern pipelines.

• Exposure to working in multi-cultural Cloud environments.

• ITIL certification is a plus.

• Previous experience in service and knowledge programs.

• Project management and collaboration capabilities.

• Familiar with working in organizations that have a focus on Risk & Compliancy.

You'll get extra points for:

• You are an excellent communicator and can cooperate with people at all levels

• You have a keen eye for service improvements

• Understanding of technology, ideally with a background in infrastructure, cloud environments and managed services

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://careers.ing.com/en/benefits-NL

The benefits of working with us at ING include:

• A salary between: 3.678,97 6.029,08

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

• Work Agile, so new ideas come to life faster

Questions?

Contact Orhan Sari in our Tech recruitment team for more information about this role. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.