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Knowledge Management Analyst

BoeingPoland,Gdansk,POL

22 dni temu

Opis pracy

Company :

Boeing Poland sp. z o.o. EFS

The Boeing Company, Information Digital Technology & Security (IDT&S) is seeking an IT Knowledge Management Process Analyst ( Level 4 ) to join our Infrastructure & Operations (I&O) organization. The Knowledge Management Process Analyst will own the end-to-end Knowledge Management process within the GSEP (ServiceNow) Platform and ensure overall quality of the entire GSEP knowledge management module which includes knowledge for end-users, service desk agents and service providers. The individual in this role will act as the steward of all IT knowledge standards and processes and acts as liaison between the GSEP Program Team & the knowledge management user community. The ideal candidate will possess understanding of Agile methodology, IT Service Management and IT Product Management and have experience working within a large-scale content management framework.

Position Responsibilities

Directs activities to define, deploy, evaluate, educate, and support IT knowledge process workflow analysis.
Maintains IT knowledge process governance
Identifies qualitative and quantitative Key Performance Indicator measures for continuous improvement.
Hosts IT knowledge community of practice to maintain stakeholder engagement and communications
Leads complex risk and opportunity evaluations to determine business value rationale
Leads activities to define strategic and tactical implementation plans
Model Seek, Speak, Listen to help establish a culture of accelerated performance
Host regular user group meetings with IT knowledge stakeholder team to discuss current issues relative to GSEP Knowledge Management processes, governance, usability, KPI’s, standards and long / short-term projects
Establish & maintain IT Process knowledge governance with regards to access control policy, usability and standardization
Provide guidance & mentoring to individual KM stakeholders as needed
Host regular group meetings with HR KM team to share best practices, communicate changes in ServiceNow KM environment, and negotiate process changes
Team with Incident Management & Service Desk Operations to develop common processes across teams to ensure data quality & continuity exist in knowledge.
Ensure KM policy & activity complies with and conforms to SD policy and practices
Leverage ServiceNow technology to optimize KM onboarding for SD
Collaborate with larger GSEP Process Analyst team & GSEP Program Team to ensure overarching team strategy is appropriate & KM process is understood & represented
Partner with individual GSEP Process Analysts as needed on related knowledge management offerings
Establish & adhere to GSEP Knowledge Management adoption strategy; Evangelize KM adoption to IT community
Team with IT&DA Knowledge Management Process Owner to develop program strategy, road map, team objectives
Content publisher : Daily publication of new and updated knowledge content in ITSM space
Document & maintain all KM policy / procedural content; Maintain KM training materials
Perform scheduled & unscheduled audit all of GSEP knowledge (Answer IT & IT Admin KB’s) for quality, continuity & adherence to standards; Develop improvement plans for individual collection owners
Maintain & administer GSEP knowledge management Access Control Policy
Maintain knowledge base architecture & parameters for scale
Consultation with new Knowledge Management practitioners to ensure current environment is appropriate
Develop and perform training / mentoring for knowledge professionals specific to enterprise KM repository

Key Competencies

Communication :

Ability to understand and communicate strategic and functional concepts to all business stakeholders

Strong written and verbal communication skill, formal and informal, face-to-face or virtual

Facilitate presentations that convey strategy and action plans in a clear and concise manner

Ability to translate stakeholder requirements into effective user stories.

Initiative and Problem Solving :

Actively seeks solutions to problems before being asked or directed

Able to exercise good judgment by making effective, well-informed decisions facilitated by data-driven analysis

Skilled at balancing multiple competing priorities and deadlines; Ability to manage long-term projects and strategic initiatives

Ability to visualize the impact of Knowledge Management as a part of a larger framework, and the importance of strong partner relationships to achieve common goals and maintain program stability

Teamwork :

Establishes and maintains good working relationships; Seeks consensus from peers and stakeholders

Able to motivate a user community by effectively defining program goals

Adaptable and flexible : Maintains effectiveness when experiencing changes in work environments, work priorities and organizational needs

Process Management :

Ability to understand, document and communicate internal and external processes

Willingness and ability to organize people, processes and data into efficient order; takes initiative on process and data quality improvement

Ability to see the opportunity to simplify complexity and bureaucracy

Basic Qualifications ( Required Skills / Experience ) :

Understanding of ServiceNow (GSEP) knowledge management

Technical writing / editing skills with high attention to detail and standardization

Experience supporting or implementing a large-scale IT knowledge base / content management system (including taxonomy and architecture)

Project Management & LEAN experience

Demonstrated ability to work in a dynamic, fast-paced environment

Preferred Qualifications ( Desired Skills / Experience ) :

Ability to build strong networks across organization boundaries

Understanding of IT services, service readiness and the required deliverables / outcomes

Working knowledge of basic IT Service Management and Service Desk operating procedures

Experience with software implementation programs in a large-scale environment

Analytical skills with ability to dissect important details while maintaining a perspective on the big picture

Experience using SAFe Agile methodology

Employer will not sponsor applicants for employment visa status .

Relocation :

Relocation assistance is not a negotiable benefit for this position. Candidates must live in the immediate area or relocate at their own expense.

At Boeing, we care deeply about the wellbeing of every employee. Some of the benefits open to you include :

Market competitive salary and performance-based incentive program + management incentive.

Have flexible working hours.

Enjoy additional paid days off for Christmas break (December 24th-January 1st).

Develop professional skills with our virtual learning tools and platforms.

Benefit from Learning Together Program and MyBenefit program.

Benefit from Employee Recognition Program.

Get Medical Plan (Medicover / LuxMed) and life insurance (Warta S.A.) for you and your Family.

Participate in Employee Pension Scheme (PPE).

Enjoy and create with us friendly and inclusive atmosphere in workplace.

Cooperate and exchange knowledge with international team where we support and respect each other.

Cooperate and exchange knowledge with world class global engineering team.

Language Requirements :

Not Applicable

Education : Not Applicable

Relocation :

Relocation assistance is not a negotiable benefit for this position.

Security Clearance :

This position does not require a Security Clearance.

Visa Sponsorship :

Employer will not sponsor applicants for employment visa status.

Contingent Upon Award Program

This position is not contingent upon program award

Shift :

Not a Shift Worker (Poland)

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Knowledge Management • Poland,Gdansk,POL