Status: Full-Time
Location: US-NY-New York
Job Category: Information Technology
Education:4 Year Degree
Reference Code: PCK505-253840
Position Category: Information Technology
Position Title: EPM - End User Services Knowledge Manager
Job Level: Associate/Sr Associate
Location: USA - NY - New York
Education Required: Bachelors Degree
Position Description:
Service Desk agents leverage a Knowledge Base to support the users at our firm. In order to accomplish this function successfully, the agents rely entirely on the knowledge we (Morgan Stanley) provide. The End User Services Knowledge Management function is not only responsible for the intergrity of knowledge provided to our global Service Desk agents, but also works to engage new and existing product owners to add, modify, and remove knowledge documentation on a routine basis.
This function is also responsible for partnering with the Service Desk to ensure any knowledge being changed is intuitive and in the proper format (with necessary information). Runbooks, Visios, Powerpoints are not usable and must be re-written. Due to the size of our organization, these efforts are ongoing and significant in size. The Knowledge management function is responsible for measuring progress, along with Continuous Improvement initiatives, such as - identifying significant escalations for various products at the Service Desk and determining if better knowledge will avoid escalations, or eliminate incidents or problems entirely by partnering with Problem Management.
Skills Required:
5-10 years in the IT industry
3-5 years in Knowledge Management
Previous implementation of a successful KM solution
Aware of best practices in the KM industry
Excellent written and verbal communication skills
Excellent Excel and Powerpoint skills
Skills Desired:
Service Now
ITIL
Six Sigma
See: http://www.careerbuilder.com/JobSeeker/Jobs/JobDetails.aspx?ipath=EXIND&siteid=cbindeed&Job_DID=J3G817646MSVQK5KQHX&cbRecursionCnt=1&cbsid=c176516f3fa64721948e3ccc37f5fa73-324808163-wb-6
