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Dimensions:

• Environment: TE’s SIAM (Service Integration and Management) team is a global function, acting as a service integrator that manages multiple internal and external service providers to ensure seamless service delivery to over 40,000 TE users in more than 50 countries, utilizing over 1,000 applications. It is part of the larger Service Management organization under Global Infrastructure Solutions. The SIAM team owns and operates key ITSM processes, namely Incident, Problem, Change, and Knowledge Management, across multiple actors, in addition to Service Level Management (SLM) and Continual Service Improvement (CSI). Team members are located in all three regions: APAC, EMEA, and AMER.

 Business Unit Description TEIS GIS

TE Connectivity is offering this analyst position within the Service Integration and Management (SIAM) team to represent the SIAM Knowledge Management function in TEIS.

The Knowledge Management Analyst is responsible for improving the quality and integrity of in scope Knowledge Bases by collaborating closely with cross-functional teams (e.g., Incident and Problem Management), service providers, and Subject Matter Experts (SMEs) to support capturing critical knowledge and resolve gaps. The analyst will maximize the utility and adaptation of the Knowledge Management process by ensuring high-quality, reusable version-controlled documentation including translations. This individual will drive regular content audit and the established Annual Knowledge Article Revalidation process to ensure clean, current and lean knowledge bases. The individual will promote Self-Service and partner with ServiceNow and Service Desk teams. The analyst will also expand process awareness by providing training and communication as needed.

Your main tasks:

Primary Responsibilities:

• Knowledge Base Maintenance
  • Help maintain knowledge management process as defined in ServiceNow.
  • Work with service owners (cross-functional teams) and service consumers (end-users) to analyze their information needs and drive continuous improvement of effective self-service knowledge.
  • Assist teams gather, curate, and arrange knowledge from different sources, including internal reports, lessons learned and best practices.
  • Ensure the accuracy, completeness, and accessibility of articles within the knowledge bases, especially of Self-Service knowledge base.
  • Regularly review knowledge base content to ensure changes in services, processes, and technologies are documented appropriately.
  • Guide the Service Desk knowledge coordinators to stay aligned with Knowledge Management process.
  • Respond promptly to all requests from management for information and complete all assigned projects in a timely, accurate manner.
• Knowledge Reporting
  • Analyze knowledge base usage data to identify trends, identify knowledge gaps, and measure the effectiveness of knowledge management initiatives.
  • Work with SIAM and SM leadership to perform measurements and improvements for all phases of SIAM activities. Take appropriate action to remediate nonconforming areas.
  • Review regular reports on knowledge activity, including key performance indicators (KPIs) and metrics.
  • Maintain accurate and up-to-date documentation of all knowledge-related activities.
• Stakeholder Management
  • Provide technical guidance to all stakeholders involved.
  • Collaborate with all SIAM functional areas.
  • Work with service providers to ensure alignment with the overall SIAM framework.
  • Resolve conflicts and escalate issues as needed.
• Continuous Improvement
  • Actively seek improvement opportunities while taking advantage of TEOA framework.
  • Identify and implement process enhancements to improve Self-Service, efficiency, make knowledge easily searchable, and enhance customer satisfaction.
  • Promote the use of the knowledge base through training and communication.
  • Actively contribute to SIAM continuous improvement activities.

Your ideal background:

Qualifications:

• 2 - 3 years of relevant experience in Operational/Service Management/SIAM

Competencies

• Strong knowledge of ITIL 4 practices, specifically incident, problem, change, and knowledge management.
• Familiarity with IT service management (ITSM) tools such as ServiceNow and / or KCS framework.
• Understanding of IT infrastructure components (networks, servers, applications, cloud environments).
• Proven experience as a Knowledge Manager within a complex IT environment, preferably within a SIAM context is a plus.
• Excellent verbal and written communication skills.
• Ability to interface with all levels of people – customers, support personnel, management – effectively and efficiently.
• Good conflict resolution skills to deal with both customers and technicians.
• Strong meeting facilitation skills

Desired:

• Thorough knowledge of the ServiceNow ITSM tool.
• Strong attention to detail and organizational skills.
• Ability to work in a global and complex environment.
• Experience with Agile and DevOps environments is a plus.
• Industry certifications such as ITIL 4 Foundation and ITIL 4 are preferred.

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Competencies