IT Knowledge Manager

As an IT Knowledge Manager at Netcompany-Intrasoft, you will be responsible for developing and implementing knowledge management strategies in line with ITIL best practices. Your duties will include defining roles and workflows for knowledge creation, identifying documentation gaps, preparing training materials, and overseeing knowledge migrations during key transitions. In this role, you’ll significantly enhance the knowledge assets within the company, ensuring that all teams have the information they need to succeed.

To qualify for the IT Knowledge Manager position at Netcompany-Intrasoft, candidates should have at least 2 years of experience in knowledge management along with familiarity with ITSM tools such as ServiceNow and Jira. Knowledge of ITIL principles and application support workflows is crucial, as is strong written and verbal communication skills in English and French. Proactivity and a solution-oriented approach will help you excel in this role.

Netcompany-Intrasoft places a strong emphasis on continuous learning and professional development for IT Knowledge Managers. Employees receive unlimited access to Udemy for Business, along with tailored training sessions designed to sharpen their skill sets. Each employee also benefits from a personalized development plan that aligns with their career goals, ensuring growth and development in their roles.

IT Knowledge Managers at Netcompany-Intrasoft work with various ITSM tools including ServiceNow, Jira, Confluence, and Wiki platforms. These tools are essential for the effective management and dissemination of knowledge as they support documentation, tracking, and collaboration across teams to enhance service delivery.

The work environment for an IT Knowledge Manager at Netcompany-Intrasoft is modern and collaborative. You will work alongside over 600 tech professionals on impactful projects primarily within the European Institutions market. The company values diversity and inclusion, creating a positive workplace culture that fosters innovative ideas and personal growth.

When asking about your experience with knowledge management strategies, provide specific examples of strategies you've developed or implemented in previous roles. Talk about how you aligned these strategies with industry best practices, such as ITIL, and share metrics or outcomes demonstrating their success to show your competence in this area.

In response to questions about the tools you're familiar with, be sure to mention specific ITSM tools like ServiceNow, Jira, or Confluence. Explain how you used these tools to facilitate knowledge sharing and management in your previous positions, and highlight any particular successes you achieved using them.

To effectively answer this question, present a systematic approach you’ve taken in the past to assess existing documentation and workflows. Illustrate how you involved stakeholders to gather insights and recommendations, ultimately leading to filling those gaps and enhancing the overall knowledge base.

When discussing a successful training program, share the context in which it was developed, your objectives, and the structure you used. Highlight participant feedback, improvements in knowledge retention, or performance enhancements that resulted, demonstrating your ability to create effective training solutions.

Discuss the key performance indicators (KPIs) you track to measure knowledge management effectiveness, such as usage statistics of knowledge bases or user satisfaction. Provide examples of how tracking these metrics has informed your strategies for continuous improvement.

Share specific challenges you encountered, like resistance to change or outdated documentation processes, and explain the steps you took to address them. Highlight the strategies you employed to gain team buy-in, improve processes, or enhance knowledge sharing across departments.

Outline your strategies for ensuring documentation remains current, such as regular audits and establishing a clear update protocol. Talk about how you coordinate with various stakeholders to make sure any new information is captured and recorded promptly.

Emphasize the importance of building trust and open communication in your answer. Discuss your tactics for motivating team members to share knowledge, such as recognizing contributions, providing easy-to-use tools for collaboration, or organizing knowledge-sharing sessions.

Describe your step-by-step approach to knowledge migration during transitions, focusing on planning, engaging stakeholders, ensuring data integrity, and maintaining documentation throughout the process. Share any past experiences that showcase your expertise in navigating such challenges.

Discuss the critical components of ITIL that guide your work in knowledge management. Explain how ITIL principles shape your strategies for service delivery and continuous improvement, and provide examples of how adherence to these principles has benefited past projects.