The incumbent will be responsible for enduser service quality and knowledge excellence by implementing Quality Assurance frameworks, governing Knowledge Centric Services (KCS) aligned knowledge and engineering support processes that reduce friction and improve digital employee experience and cost to serve.
Job Duties and Responsibilities:
A. Quality Assurance (QA)
- Develop QA program, sampling, and calibration perform audits and publish dashboards coach to improve behaviors and outcomes.
- Establish a defect taxonomy and rootcause library drive CAPA and verify effectiveness.
B. Knowledge Management (KCSaligned)
- Govern content lifecycle, metadata/taxonomy andfindability manage templates and style guide.
- Run author enablement/training and peer review track reuse/deflection and knowledge impact on FCR/FTF
C. Process Management & CI
- Map and standardize SOPs for onboarding/offboarding, refresh, VIP, and loaners define controls and measurement plans.
- Quantify benefits and report monthly to leadership (experience/cost/risk) and any other duties as assigned by the Immediate Supervisor.
Job Requirements:
- Bachelor's degree in Information Technology/Information Services or related field with more than 6 years in Quality Assurance, Knowledge & Process Management within IT services
- Strong ITIL working knowledge is required
- Prior experience handling ServiceNow Knowledge & Reporting SharePoint/Confluence
- Proficiency in Tool Stack & following Platforms : ServiceNow (Incidents/Requests, Knowledge, Performance Analytics, HAM Pro, SAM Pro, CMDB), Endpoint mgt (Microsoft Intune/Autopilot, ConfigMgr (SCCM) Jamf), Identity/Security: Entra ID (Azure AD), Microsoft Defender for Endpoint, BitLocker MFA, Productivity/Collab: Microsoft 365 (Teams/Outlook/SharePoint) Conferencing/AV incl. Teams Rooms
- Strong understanding of process mapping & requirement gathering
- Strong analytical & problem-solving skills
- Excellent verbal & written communication skills
- Collaborate effectively with cross-functional teams
- Strong organizational & time management skills
- Attention to details
