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IT Knowledge Management and Service Analyst
Erm
Manage IT service catalog, documentation, KEDB, ITSM tool admin, training and support.
10d ago
Intermediate (4-7 years), Junior (1-3 years)
Full Time
New Delhi, Delhi, India
Office Full-Time
Company Size
8,000 Employees
Service Specialisms
Environmental Consulting
Sustainability
Engineering
Risk Management
Health & Safety
Environmental Impact Assessment
Geotechnical Engineering
Water Management
Sector Specialisms
Chemical
Financial Services
Manufacturing
Mining & Metals
Oil & Gas
Pharmaceutical
Power
Renewables
Role
What you would be doing
kedb management
service transition
dms management
process improvement
- Known Error Database (KEDB): enact a rigorous process of KEDB maintenance, supporting in the creation, approval, and retiring of known errors, ensuring technicians have access to the solution or workaround when they need it.
- Support Project Management and Service Transition: along with continued process improvement on internal documentation, this role will support new services introduced to the IT environment through documentation and any required training of the IT Operations team
- Document Management System (DMS): oversee and contribute to the full lifecycle of documents in our DMS.
What you bring
itil
itsm
documentation
training
communication
detail oriented
- Experienced in IT Training, such as new hire induction
- Excellent written and spoken communication skills, able to communicate difficult or technical concepts, often to people where English may not be a first language
- Understanding of ITIL processes, and able to leverage knowledge to document and formalise IT processes
- Ideally 2-3 years experienced in documentation and working within document management system
- High attention to detail, and patience to see a task through to the end
- Service design and system administration: administration of our ITSM tool, to configure categorisation, workflows, and standardised reply and closure templates to ensure effective service management.
- Ability to conduct research, and be self-taught on new systems and skills
- Able to work both independently, and collaboratively on content creation
- Ability to effectively prioritise tasks in a high-pressure environment
- Training will be provided for administration of our ITSM tool ManageEngine Service Desk plus, however experience with system administration of an ITSM tool in the past would be useful
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Interview process
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Company
Overview
Revenue $1.3B
Annual Revenue
Reports over US$1.3 billion annually.
40+ Countries
Global Presence
Operates across over 40 countries.
KKR Backing
Since 2021
Privately owned and backed by KKR since 2021.
Thousands Annually
Projects Undertaken
Undertakes thousands of projects each year.
- Flourished through merging UK and US consultancies, building a truly global footprint.
- Has carried out major environmental assessments for projects like High Speed 1, HS2, Keystone and Dakota Access pipelines.
- Works in sectors from mining, energy and chemicals to manufacturing, pharma, power, renewables, finance and TMT.
- Combines strategic advisory and technical delivery, using digital tools and proprietary methodologies.
- Notably led environmental impact assessments for cross-border hydroelectric, rail and oil infrastructure.
- Safety is our number one priority.
- We are passionate about what we do.
- We collaborate to achieve excellence.
- We take personal responsibility and act with integrity.
- We embrace change and seek innovative solutions.
- We care about our people and work with them to unlock their potential.
50% reduction
Carbon Footprint Reduction
Aiming to reduce operational carbon footprint by half by 2025.
70M tons CO2
CO2 Emissions Reduced
Helped clients reduce emissions by over 70 million tons of CO2 equivalent annually.
- Committed to achieving net zero by 2030.
- Works with clients to support the transition to renewable energy sources.
- Aims to incorporate sustainability into all aspects of business decision-making.
50% women
Senior Leadership Team
Half of the senior leadership team consists of women, reflecting strong gender diversity at executive levels.
40% by 2025
Global Workforce Goal
Aim to achieve 40% female representation in the global workforce by the year 2025, demonstrating a commitment to broader diversity initiatives.
Active tracking
Gender Balance Monitoring
The company consistently monitors and reports on gender balance across all levels of the organization to ensure ongoing progress and accountability.
- They have introduced initiatives to support the recruitment and retention of diverse talent.
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