Knowledge Management Support Analyst

2 weeks ago

Quezon City, Philippines Manulife Full time

Overview Manulife Quezon City, National Capital Region, Philippines Knowledge Management Support Analyst at Manulife Location: Quezon City, National Capital Region, Philippines Position Responsibilities Responsible for strategizing, planning, and leading documentation initiatives with Vendor-Knowledge Manager, Vendor Leaders, and Manulife governance. Act as liaison between Vendor and Manulife stakeholders when producing or updating SRDs / articles during project implementation, new initiatives, or maintenance efforts. Monitor that all SRDs / Snow articles are produced or updated in a timely manner, written in a language understandable to all Vendor-Service Desk staff regardless of tenure, and identify and document tacit knowledge or potential breakpoints. Actively identify key areas for improvement and collaborate with Vendor leaders to implement new initiatives. Ensure that Vendor is meeting the KPIs related to Knowledge and report to Management any issues, risks, and mitigation plans as needed. Assist in documentation audits and analysis between Manulife and Vendor. Help the team increase FCR through sufficient and accurate documentation. Work on special projects or duties related to Service Desk as assigned or requested. Collaborate in a small team with a common purpose, following rules from Senior staff and leaders as mandated by the company. Required Qualifications Bachelor’s degree in any discipline (Computer-related coursework is a plus). Strong knowledge in ServiceNow. Experience in Technical Documentation specifically in ServiceNow (at least 2–3 years). Knowledge of Microsoft Office Suite, Lotus Notes, Active Directory and a variety of other Service Desk related applications. Technical service experience and strong customer service orientation (at least 3 years’ experience in Customer Service / Technical Support is a plus). Experience in supporting a dynamic Service Desk environment covering desktop and application troubleshooting is preferred. Strong verbal and written communication in English; able to effectively articulate technical vision, possibilities, and outcomes. Strong time management and multi-tasking skills. Strong listening, analytical, and problem-solving skills. Strong organizational skills with emphasis on detail and follow-up. Excellent attendance record. Ability to work in a rotating schedule and with minimal supervision. Able to work in a complex and fast-paced work environment. Ability to work in a hybrid setup: 3 days onsite and 2 days remote. Great team player. Preferred Qualifications Service Desk Analyst Certification is a plus. Knowledge-Centered Service (KCS) Certification is a plus. An ITIL qualification is a plus. When you join our team We’ll empower you to learn and grow the career you want. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. As part of our global team, we’ll support you in shaping the future you want to see. Job function Information Technology Industries: Insurance and Technology, Information and Media Referrals increase your chances of interviewing at Manulife. #J-18808-Ljbffr

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