Project Management
7 days ago
This document outlines the skills and levels required for successfully developing and implementing a KCS process in onsite IT-support in a large global organization.
Project OverviewThe organization already has a KCS program in operation for the 1st level IT support. The requested task is to define and implement a new process element specifically for the onsite and desktop support organization as part of the existing KCS framework. The consultant will be responsible for developing the new KCS strategy, integrating it with the current system, and leading the roll-out to ensure consistent and efficient knowledge management practices across all support levels.
Key Responsibilities- Development of a New KCS Strategy: Based on observation, analysis and understanding of current ways of working, define and document an addition to the KCS process that addresses the unique needs of the onsite and desktop support organization, while aligning with the existing KCS framework.
- Process Design and Documentation: Design and document a scalable and efficient knowledge management process for OSS.
- System Configuration and Optimization: Configure and optimize the existing knowledge base system to support the new process element.
- Training: Ensure all training material is produced & the organization is ready and capable of delivering training of relevant team members in the new KCS processes.
- Performance Monitoring and Continuous Improvement: Establish metrics to monitor performance and integrate the governance of this with the existing KCS governance structure.
- Change Management and Stakeholder Engagement: Manage the change process and engage stakeholders effectively to secure buy-in and support for the new KCS process element.
- Mobility: Is able to attend on-site meetings at NN locations in Denmark and visit different sites for observations and interviews.
- Knowledge Management Expertise: Comprehensive knowledge of KCS principles, methodologies, and best practices. Level Required: Advanced
- Experience in Knowledge Management: Extensive experience in creating, managing, and optimizing knowledge management processes. Level Required: Advanced
- Process Design and Optimization: Ability to design and document effective Knowledge Management processes tailored to the specific needs of the organization, taking segregation of duties into account. Level Required: Advanced
- Analytical Thinking: Ability to analyze complex problems and develop effective, strategic solutions. Level Required: Advanced
- Change Management: Expertise in managing significant organizational changes, including strategies in a global organization, and securing buy-in and handling resistance. Level Required: Advanced
- Project Management: Proficiency in planning, executing, and monitoring large-scale projects to ensure successful roll-out and implementation. Level Required: Intermediate to Advanced
- Risk Management: Ability to identify potential risks in the roll-out process and develop robust mitigation strategies. Level Required: Intermediate
- Technical Proficiency: Understanding of IT infrastructure and desktop support environments. Level Required: Intermediate
- Tool Proficiency: Familiarity with knowledge management tools, platforms, and technologies, preferably ServiceNow. Level Required: Intermediate
- Effective Communication: Strong verbal and written communication skills to clearly articulate the KCS strategy, processes, and progress to stakeholders. Level Required: Advanced
- Collaboration: Ability to work effectively with cross-functional and geographically dispersed teams. Level Required: Intermediate to Advanced
Certifications: KCS Practices v6 Certification or equivalent knowledge management certifications. Level Required: Highly Desirable
Seniority levelMid-Senior level
Employment typeContract
Job functionOther
IndustriesIT Services and IT Consulting
Defining and leading the roll-out and implementation of a global KCS and knowledge management process in an onsite and desktop support organization within a large international company requires a comprehensive mix of technical knowledge, leadership capabilities, and soft skills. The competencies and qualifications outlined in this document provide a detailed guide for identifying the right individual to ensure the successful development and implementation of the KCS process.
Mandatory Skills- Knowledge Management Expertise
- Process Design and Optimization
- Change Management
- Project Management
- Technical Proficiency
- Communication and Collaboration
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