Senior Analyst - Knowledge Governance & Advisory - USI

Responsibilities of Knowledge governance and advisory team member:

End to end management of MySupport resources to support CBS transformation initiatives.

• Obtain knowledge and understanding on the current ServiceNow knowledge base landscape.

• Develop understanding on NowAssist AI use cases including ‘search’ and ‘virtual agent’

• Understanding about ServiceNow catalog items and workflows

• Possibility of working with the MySupport delivery teams to enhance MySupport capabilities as and when required.

• Work with relevant Enabling Areas to advise and govern knowledge management best practices.

• Create and manage knowledge resources to track their lifecycle (latest updates)

• Establish and share aides with Knowledge Champions and Content owners on knowledge management best practices, training materials, and new features introduced by ServiceNow.

• Develop strong relationship with Knowledge Champions and Content Owners from Enabling Areas.

• Collaborate with Knowledge Champions and Content Owners to keep the knowledge articles updated, relevant and easy for users to find.

• Obtain and analyze platform usage data from MySupport to help prioritize areas of focus and optimization.

• Leverage Gen AI tools for analyzing trends and tractions to identify most desired topics /query items that are key to drive adoption of the MySupport.

• Socialize with service line leads and Content Owners to evaluate and create knowledge articles for the new items.

• Assist and guide the Content Owners to make the articles comprehensive, articulative, user friendly and compliant with the Deloitte standards with the help of various Gen AI tools available inhouse.

• Help in establishing a protocol to regularly scrutinize overall hygiene of the knowledge articles.

• Collaborate with MySupport CoE to improve MySupport user experience.

• Collaborate with the Data Analytics team to obtain and evaluate consumption data on the current/active knowledge articles.

Stakeholder Management:

• Develop and nourish cordial working relationship with all key stakeholders as mentioned below:

• Work closely with the Onshore Product Management team in order to understand and contribute to the adoption of MySupport

• Work closely with business owners in order to obtain maximum support to refine the MySupport product experience.

• Work closely with the Data Analytics team to establish requirement patterns based on the MySupport data.

• Establish strong network with the Process Optimization and other Enabling Areas in order to contribute to the journey of continuous improvement

Leadership:

• Establish a self-driven productive culture that will function with minimal supervision

• Provide guidance, onboarding and handholding to bring new joiners up to speed in future

• Monitor, measure and improve quality and effectiveness of delivery

• Contribute to Executive reporting and service enhancement initiatives

Attributes And Experience

• Highly responsive with demonstrated ability to take initiative and interact with all levels of management.

• Attention to detail and diligence.

• Analytical and tenaciously curious; ability to cross-reference and make connections.

• Quality focused

• Strong with verbal and written communication

• Experience in Agile methodology.

• Experience facilitating change, engage and influence others.

• Experience in planning and organizing work.

• Experience in ServiceNow (as fulfiller) is a plus.

Description Of Skills

Qualification:

• * MBA or Postgraduate in Mass Communication, Marketing, Commerce, Information Systems

• * A bachelor’s degree in business, technology, or a related field, or equivalent practical experience.

• * Professionals with 3-6 years of experience in Knowledge Management in a service delivery domain

• Strong understanding of curation of content and related activities like governance of digital libraries, product life cycle management etc.

Other requisite skills:

• Demonstrate excellent understanding knowledge of Content Management platforms.

• Showcase good understanding of content management life cycle, client confidentiality, taxonomy and search.

• Experience using GenAI tools, general understanding of various AI use cases related to MySupport.

• * Detail-oriented to perform extensive content reviews.

• * Experience of metrics and analytics interpretation

• Excellent verbal and written communication skills with ability to influence appropriate outcome.

• * Proficiency in MS Office, specifically MS Word, PowerPoint and Excel

• * Strong analytical skills

• * Ability to work across cultures and in a virtual environment.

• * Ability to build networks within the organization.

• * High energy with ability to deal with ambiguity.

• * Effectively leverage internal social media & collaboration tools to connect people-to-people and people-to-content.

• * Demonstrate leadership skills and clarity of thought.

Industries: Computer Software, Consumer Services, Information Technology & Services