Knowledge Management and Communication Practitioner at Discovery Limited

• To define and oversee IT Servicing’s Knowledge Management strategy and to support IT Servicing in translating information into knowledge to drive improvements into user self-service, first contact resolution and shift left initiatives. To manage all communication for 529Help and Technology Services. Be the custodian of all documentation pertaining to the IT Service Centre

Areas of responsibility may include but not limited to

Knowledge Management:

• Development of the IT Servicing Knowledge Management strategy.
• Ensure that all existing information is consolidated into meaningful knowledge cases.
• Ensure that knowledge cases are available for use within user self-service and the IT Servicing Team.
• Ensure that a central knowledge repository exists.
• Ensure that knowledge is used effectively within user self-service and the IT Servicing team and that usage can be tracked, measured and reported on for input into improvement initiatives
• Management of the Knowledge lifecycle to ensure knowledge cases are reviewed, maintained and/ or retired
• Continual enhancement of Knowledge Management in line with industry trends and digital technologies

529Help Communication:

• Ensure that relevant and accurate information is distributed to keep both internal staff and customers informed and updated.
• Assist TS Teams with communication relating to changes and major incidents.
• Participate in the Internal Comms Forum as a representative for IT Servicing.

Custodian of IT Service Centre documentation:

• Ensure all documentation pertaining to the IT Service Centre is accurate, stored in a centrally managed location that is accessible to the relevant stakeholders and is managed via a documentation refresh lifecycle on a bi-annual basis. Documentation refers to but is not limited to the following: Service Take On Documents, Standard Operating Procedures, Work Instruction Guides, Job Profiles and Job Specs, Skills Matrix.
• Participate in and support audits where documentation is required as supporting evidence.

Personal Attributes and Skills

• Knowledge Management Lifecycle
• Documentation Creation and Management
• Continuous Improvement & Service Design Thinking
• Knowledge Centre Service Framework
• Platforms & Automation
• Results driven with a strong Customer Service focus.

Education and Experience

• Matric
• ITIL Foundation
• 2 years Previous exposure to implementation and maintenance of a centralized Knowledge Management repository within an IT organization.
• 2 years Exposure to a Customer Service Environment with a focus on Customer Service Improvements.
• 2 Years experience in managing documentation.