Knowledge Management Analyst at NTT Ltd.

• We are hiring a Knowledge Management (KM) Analyst, based in South Africa, supporting to make high‑value knowledge easy to find, trust, and reuse—enabling pursuit teams to respond faster and with higher quality. This role involves curating reusable content (e.g., service descriptions, case studies, solution patterns, resumes, win themes), governing the content lifecycle, and using analytics to drive engagement and continuous improvement.
• The ideal candidate combines strong content development skills, structured taxonomy and metadata expertise, stakeholder facilitation, and a data-driven mindset. Familiarity with ITIL and ITSM knowledge processes is advantageous.

Key Responsibilities

• Structure & Findability: Define and maintain taxonomies, metadata, and content models. Ensure version control, compliance, and accessibility of content.
• KM Operating Rhythm: Plan and execute quarterly content refreshes, coordinate SME reviews, and manage content retirement, archiving, and audit trails.
• Pursuit Enablement: Assemble starter packs for common deal types (e.g., cloud migration, managed services, app modernisation). Support proposal teams with high-quality, compliant, and brand-aligned content.
• Contributor Coaching & Adoption: Onboard SMEs, develop contribution guides, host office hours and roundtables, and close feedback loops.
• Analytics & Continuous Improvement: Track usage, identify gaps, and monitor quality signals using Power BI dashboards. Publish monthly KM reports and prioritise content backlogs.
• Workflow Automation: Use Power Automate and GenAI to summarise source materials, deduplicate content, and streamline review/approval processes.
• Enterprise Knowledge Integration: Collaborate with Delivery and Service Management teams to cross-link or syndicate relevant knowledge (e.g., ITSM KB articles, incident/problem learnings) for pre-sales use.
• Compliance & Confidentiality; Enforce content permissions, data privacy standards, and brand/style guidelines.

Knowledge & Skills

• Excellent written and verbal communication skills.
• Strong stakeholder engagement and facilitation capabilities.
• Ability to manage multiple urgent tasks in high-pressure environments.
• Business acumen and commercial awareness.
• Self-driven, proactive, and committed to success.
• Strong persuasion and influencing skills.
• Detail-oriented, organised, and meticulous.
• Experience maintaining knowledge repositories (e.g., SharePoint, Confluence).
• Skilled in translating technical concepts into business-friendly language.
• Proficient in Microsoft 365 (Word, PowerPoint, Excel), SharePoint, Teams, and Power BI.
• Comfortable working to deadlines in a global environment.

Qualifications & Certifications

• ITIL® v4 certification or equivalent knowledge of ITSM processes and lifecycle.
• Bachelor’s degree in Information/Knowledge Management, IT, Communications, or a related field (or equivalent practical experience).

Competency Framework

• Knowledge Management & Curation: Maintain reusable bid content and ensure accuracy and findability through SME collaboration.
• Cloud Solutioning Awareness: Understand cloud architectures and translate technical content into client-relevant business value.
• Bid & Proposal Support: Provide tailored RFx starter packs and high-quality responses to reduce turnaround time.
• Stakeholder Engagement: Facilitate collaboration and feedback loops; host KM roundtables to capture lessons learned.
• Content Analytics & Insights: Use Power BI to track asset usage and effectiveness; report impact and identify improvement areas.
• Tool Proficiency: Leverage GenAI, SharePoint, CRM, and Power Automate to manage content and workflows efficiently.