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Global KCS Process Lead

1 week ago

Copenhagen, Copenhagen, Denmark E-Solutions Full time
About the Job

E-Solutions is looking for a Global KCS Process Lead to develop and implement a comprehensive Knowledge-Centered Service (KCS) strategy for our onsite and desktop support organization. This role requires a deep understanding of KCS principles, methodologies, and best practices.

The successful candidate will have extensive experience in leading large-scale projects to ensure successful roll-out and implementation of KCS processes. You will work closely with cross-functional teams to design and document effective knowledge management processes tailored to our specific needs.

Your key responsibilities will include:

  1. Developing 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 our onsite and desktop support organization.
  2. Process Design and Documentation: Design and document a scalable and efficient knowledge management process for OSS.
  3. System Configuration and Optimization: Configure and optimize the existing knowledge base system to support the new process element.
  4. Training: Ensure all training material is produced and the organization is ready and capable of delivering training of relevant team members in the new KCS processes.
  5. Performance Monitoring and Continuous Improvement: Establish metrics to monitor performance and integrate the governance of this with the existing KCS governance structure.
  6. 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.