SIAM specialist – Request, Knowledge, and Service Continuity management

Description

• Identify and evangelize success stories from the Knowledge Management Program.
• Support the development and implementation of training on KM processes and tooling.
• Build and drive the culture of knowledge sharing within site operations and advocate for KM initiatives within site operations.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.
• Analyzing risks and impacts, developing and maintaining recovery plans, coordinating and conducting tests, managing response during incidents, ensuring compliance with regulations, and communicating with stakeholders to ensure the resilience and rapid recovery of IT services
• Assist with resource planning as applicable to strengthen and expand KM initiatives.
• Bring relevant industry insights to incorporate into the KM Framework.
• Coordinate with cross-functional organizations to align KM strategy with broader organizational learning strategies.
• Create and review KPIs for adopting and using premier (high-value, frequently used) KM content and summarize benefits, outcomes, and improvement opportunities for the organization.
• Act as a process custodian to ensure the process of fulfilling service requests, ensuring efficiency, adherence to SLAs, and quality service delivery.
• Create, capture, organize, and assess knowledge assets for enterprise use.
• Build, manage, and set the direction of the Knowledge Management Framework and knowledge management team members.
• Promote the use of knowledge management tooling and processes to facilitate the sharing of knowledge.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
• Be the thought leader on KM Framework implementation within site operations and broadly share learnings and best practices within the Infrastructure Data Center (IDC) organization.
• Key responsibilities include designing and improving fulfillment models, triaging and assigning requests, coordinating with various teams, managing performance, and acting as a liaison between requesters and fulfillers to ensure customer satisfaction
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.

Requirements

• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.
• Bachelor’s or master’s degree in information systems, Information Technology, Computer Science, or other related disciplines.
• Experience communicating with and influencing senior leadership and framing discussions to gain valuable feedback and experience.
• 3+ years of current proven experience in implementing KM strategies.
• Experience building SR, KM, and Risk management programs in the technology industry or within technical groups within a large, global organization.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance