Knowledge Management Senior Specialist

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Knowledge Management Senior Specialist

Apply locations Taguig, Metro Manila time type Full time posted on Posted 16 Days Ago job requisition id R18594 Job Title Knowledge Management Senior Specialist Purpose of the role The Knowledge Management Senior Specialist will support the creation, moderation, and sharing of the knowledge content available in the database for specific products and areas. The knowledge management role is to capture, curate, connect collaborate, and create knowledge to facilitate product adoption and usability and deflect cases/IRs. In this role you'll: 1. The role of the KMS is to moderate the airline community on questions relating to its expertise: search for existing content published, create if needed, or search for an Amadeus expert to answer the question. 2. You will share regularly customer problems and give directions/recommendations to respond to their problems: improving knowledge and methodology when dealing with cases. 3. You will be working using existing procedures or guidelines and providing inputs to support or influence area decisions. Makes recommendations on new solutions and proposes improvements by analyzing different sources of information. You will collaborate with different teams to provide expertise and recommendations on knowledge gaps. 4. You will implement communication plans promoting the initiative performed: events, awareness sessions, virtual coffees.. 5. You will enhance knowledge sharing by creating content dedicated to level 2, to fix a major area pain point (e.g flight lock task force). 6. You will correct/update un-aligned content published and guide the author of the article on How to improve his skill. 7. You will share dashboards with the different teams to share evolution and trends. About the ideal candidate: Education:

• Bachelor’s degree or equivalent work experience.
• Understand ITIL/KM principles, methods, and application or with a knowledge management qualification.

Relevant work experience: 

• At least two years of experience in a similar knowledge management role.
• Experience within a call center/help desk environment desired.
• Experience training or documenting software products desired.

Business understanding: 

• Prior experience within the airline industry.
• Some proficiency in one or more Amadeus airline products.

Computing skills:

• Microsoft Office (Word, Excel, PowerPoint) + other Microsoft software (Teams, Planner, Power Automation)
• Familiarity with Service Now technology and architecture (desirable).
• Hands-on experience with HTML, XML, CSS (desirable).
• Experience with Camtasia or other video software is a plus.

Languages:

• Excellent communicator in English (verbal and written) with additional language(s) a plus.

Other:

• Analytical and tenacious problem-solver.
• Project management aptitude with excellent attention to detail.
• Out-of-the-box thinking, ownership, eagerness to learn and share knowledge, and teaching skills. Knowledge and experience working with basic HTML and rich media are a plus.

Skills . Have products specific airline and Ops background . Work collaboratively . Take individual initiatives . Be creative . Have a strong team spirit . Be organized . Good in communication writing or presenting Diversity & Inclusion We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

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