1. Liaison with various stakeholders / teams to capture VOC on KM related expectations, issues, challenges etc.
2. Serve as Knowledge Management Specialist to capture published intellectual capital and knowledge assets. The individual in this role classifies, tags, and prepares assets for inclusion into the knowledge database.
3. Communicate changes in web site, client policy, and internal policy to staff.
4. Respond to knowledge inquiries and promote relevant knowledge assets to defined populations.
5. Ensure the effectiveness, productivity, and impact of the knowledge management system.
6. Direct Help Desk personnel, guiding, teaching, and implementing best business practices
7. Measure and Track usage of Knowledge Base and liaison with Operations, Quality Assurance and training teams to share adherence report to baseline TNI
8. Report monthly on established metrics and performance reviews
9. Work effectively with other Line of Service leads, supporting continual service improvement efforts
10. Review scripts on a routine schedule to ensure assets are accurate and up to date
11. Utilize Knowledge Management reporting tools to identify scripts that are due to be reviewed; as well as, those that are most frequently accessed by Help Desk analysts

Education / Qualifications:

1. Masters in any stream with a good command over language, both written and verbal
2. At least 3-5 years relevant professional experience in international development, including experience closely related to knowledge management, organizational learning and other related fields
3. Thorough understanding of Standard Knowledge Management Practices in line with ITIL v3 Foundation or SDI KCS Practices.
4. Flexible to work environment and business needs
5. Exposure to more than one ITSM / Knowledge Management tools would be an added advantage