Knowledge Management Analyst - Service Desk

Req ID: 341592 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Knowledge Management Analyst - Service Desk to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Key responsibilities

• Working with the client and/or dedicated project team to identify needs relating to Knowledge Content
• Working with the client to obtain information and to review and approve the content
• Creating/Writing accurate and effective Knowledge Articles to enable support for the account, and loading them to the defined Knowledge Base (KB)
• Working with corporate KB team to create/establish dedicated client site and ensure agent access is established/granted
• Reporting on progress, issues, and risks to project leader during planning, implementation, stabilization and/or steady state phases
• Providing consistent and timely reporting and information to customer, operations, training, quality, and SIM teams
• Driving Knowledge Base utilization and closing identified knowledge gaps
• Ensuring agent understanding of the Knowledge Base roles, structure, and navigation
• Working with the training team to optimize training contents related to KB content
• Providing ongoing administrative support and maintenance for the Knowledge Base

Skills

• 3- 5+ years of experience in a related field with prior working experience in Service Desk, training/ KM functions
• Excellent verbal and written communication skills
• Ability to design and document work processes
• Good Knowledge Management skills
• Strong interpersonal skills, including listening skills, and ability to consult with/work with operations managers, client employees, IT support teams and other stakeholders
• Presentation skills
• Knowledge of Technical Service Desk function
• Knowledge and working experience of common ITSM Tools like ServiceNow
• Knowledge of KCS methodology

Desired skills, Certifications:

• Certifications - ITIL, Knowledge Management
• Ability to analyze knowledge gaps

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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