Knowledge Management Support Analyst

The Knowledge Management’s Support Analyst’s primary role is to oversee all documentation of Service Desk and ensure that it is in accordance with Manulife’s policies, security protocols, and objectives. He should have a very strong relationship with Vendor-Knowledge Manager so they can work together to define the knowledge management strategy and maintain understandable and up-to-date articles for Service Desk and the end-user community.

Position Responsibilities:

• Responsible in strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance.
• Act as liaison between Vendor and Manulife stakeholders when producing / updating SRDs / articles during project implementation, new initiatives, or maintenance efforts.
• Monitor that all SRDs / SNow articles are produced / updated in a timely manner, are written in a language that is understandable to all Vendor-Service Desk staff regardless of tenure, and all tacit knowledge or possible breakpoints are identified and documented.
• Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives.
• Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any possible issues, risks, and mitigation plans as needed.
• Assist in documentation audits and analysis between Manulife and Vendor.
• Help the team increase FCR through sufficient and accurate documentation.
• Work on special projects or duties related to Service Desk as assigned or requested.
• Work together in a small team with a common purpose, follows rules from Senior staff and leaders as mandated by the company.

Required Qualifications:

• Bachelor’s degree in any course (Computer related course is a plus.)
• Strong Knowledge in Service Now
• Experience in Technical Documentation specifically in Service Now (At least 2 - 3 years’ experience)
• Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications.
• Technical service experience and strong customer service orientation (At least 3 years’ experience in Customer Service / Technical Support is a plus.)
• Experience in support of a dynamic Service Desk environment covering desktop and application troubleshooting is preferred.
• Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes
• Strong time management and multi-tasking skills
• Strong listening, analytical, and problem-solving skills
• Strong organizational skills with emphasis on detail and follow-up
• Excellent Attendance Record
• Ability to work in a rotating schedule
• Ability to work in minimal supervision
• Average to excellent interpersonal skills
• Ability to work in a complex and fast-paced work environment
• Ability to work in a hybrid setup: 3 days onsite and 2 days remote
• Excellent work ethics
• Great team player

Preferred Qualifications:

• Service Desk Analyst Certification is a plus
• Knowledge-Centered Service (KCS) Certification is a plus
• An ITIL qualification is a plus

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.