Knowledge Specialist DE ITSD - - 15916

Všeobecné informácie

Pozícia

Knowledge Specialist DE ITSD

Typ pracovného úväzku

Plný úväzok

Mesto

Gdansk, Katowice, Krakov, Lodž, Poznaň, Rzeszow, Szczecin, Varšava, Wroclaw

Krajina

Poľsko

Oddelenie

Business Services Center (PL)

Tím

Global Contact Center - Customer Service

Oblasť záujmu

Customer Experience & User Experience, Customer Service, IT - Services

Spôsob práce

Práca iba z domu

Popis práce a požiadavky

Who we are looking for

Requirements:

At least 1 year experience in GCC.
2+ years combined experience in knowledge management, project management, service delivery and/or contact centers.

Skills:

Articulate information and processing in writing.
Organize writing in a logical and coherent manner.
Conduct research to obtain required information for knowledge communication.
Leverages tagging when writing leading to valuable output when users search knowledge bases.
Knowledge in THML, JAVA, project management, repository management, web content management and relevant technical tools.

Preferred Qualifications:

Experience creating support documentation (QRG, manuals, “how to” documents, etc.)
Experience managing intranets, portals, collaborative and/or social media tools.

Your future role

As a Knowledge Analyst, you will author, review, edit and publish knowledge articles which serve to provide practitioners and GCC analysts with answers necessary to support inquiries. Knowledge articles will be well-written, efficient to navigate, and tagged in a way they are returned with appropriate inquiries. Knowledge analysts ensure both support staff and employees have sufficient data needed to quickly and effectively locate content which supports resolving issues by creating and maintaining knowledge repositories that help improve knowledge sharing and promote learning, collaboration, and innovation.

Write, review, edit, and publish knowledge articles with a high degree of accuracy and consistency on a deadline.
Prioritize requests and work with application and process owners or subject matter experts (SMEs).
Creates self-service knowledge content for direct user consumption via the ServiceNow Service Portal to help users quickly resolve their issues.
Evaluates and provides feedback on knowledge articles submitted to content authors to drive knowledge accuracy and efficacy.
Builds strong working relationships with cross cultural teams ensuring the free flow of information throughout the support environment.

What we offer

Stable job in a multinational company based on an employment contract;
Working in a flexible hybrid model - partially from home and the office;
Great opportunity for professional development (individual training plan, soft skills and technical trainings, access to modern training platforms e.g. Udemy for Business, LinkedIn Learning);
Structured onboarding process and Buddy program for new joiners;
Open and friendly organizational culture based on the pillars of well-being and diversity & inclusion;
Attractive benefits:

Selection process

If you are interested in this position, please apply with your CV and motivation letter until 17th January 2025 directly to Marcin Fabian.

About Deloitte

Deloitte is a variety of people, experience, industries and services we deliver in 150 countries of the world. It is an intellectual challenge, a good starting point for your career, and an excellent opportunity for continuous development and gaining valuable life experiences.What you only must do is to take the first step – press the apply button and send us your CV, go through all the stages of the recruitment process and sign a contract with us. Deloitte is simply your best choice.