Documentation Specialist

3 days ago

Quezon City, National Capital Region, Philippines beBeeKnowledgeManager Full time ₱2,100,000 - ₱3,300,000
Job Overview

This position plays a pivotal role in the development and implementation of knowledge management strategies, focusing on effective documentation and vendor collaboration.

  • Develop and lead initiatives with vendors to ensure timely and high-quality output.
  • Liaise between vendors and stakeholders to produce and update Service Request Descriptions (SRDs) and articles during project implementation, new initiatives, or maintenance efforts.
  • Monitor SRD production and update in a timely manner, ensuring all staff can understand the content, regardless of tenure.
  • Identify key areas for improvement and collaborate with vendors to implement new initiatives.
  • Evaluate vendor performance against Knowledge-related Key Performance Indicators (KPIs), reporting issues, risks, and mitigation plans as needed.

Responsibilities

  • Conduct documentation audits and analysis between Manulife and vendors.
  • Assist in increasing First Call Resolution (FCR) through sufficient and accurate documentation.
  • Participate in special projects related to the Service Desk as assigned or requested.
  • Collaborate with colleagues to achieve common goals, adhering to senior staff and leaders' guidelines.

Requirements

  • Bachelor's degree in any field; computer-related courses are beneficial.
  • Strong knowledge of Service Now.
  • Experience in technical documentation specifically in Service Now (minimum 2-3 years).
  • Familiarity with Microsoft Office Suite, Lotus Notes, Active Directory, and various Service Desk applications.

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