Knowledge Manager

ABOUT USInfosys BPM (www.infosysbpm.com), the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPM focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process re-engineering. Infosys BPM operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia.Infosys BPM has been consistently ranked among the leading BPM companies and has received multiple awards and recognition from key industry bodies and associations. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry-leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.Role: - Knowledge managerLocation: - Sydney (Parramatta)12 Months Full Time Contract Role (with possibility to extend)NOTE - Only applicants with Security clearance - NV1 will be considered for the role.JOB DESCRIPTION: -Ensure effective knowledge management by collecting, analyzing, and sharing information to improve efficiency and reduce rediscovery. Oversee daily process execution, compliance, and policy communication. Manage exceptions, drive process improvements, create reports, and act as liaison with stakeholders. Support audits, establish performance metrics, and evaluate process effectiveness for continuous improvement.Work Experience: -Any Graduate5+ years of BPO/Shared Service experience.2+ years of experience as team lead or managerRoles and responsibilities-Act as focal point for process, communicate with clients, service providers, and managementFacilitate resolution of issues with items not complying with the processFollowing defined escalation path when needed, as defined in the escalation policyNotifying the participants in the process when standards and procedures are not being followedPerforming day to day process administrationEnsure completeness and integrity of information collected to conduct daily operationsEstablishment of measurements and targets to improve process effectiveness and efficiencyResponsible for evaluating the performance of the processAssists auditing of the process for compliance with documented proceduresDefines those parts of the Knowledge Management Framework not defined by the Knowledge Management OwnerGeneral knowledge & skills:Knowledge of Service Desk / Tech Support operations Excellent Analytical SkillsAble to use analysis for inferences and derive short- and long-term knowledge management processes based on themExcellent verbal and written communications Constantly working with L2 and other teams to improve the KM Database, drive Shift left and other transformational initiativesDemonstrate patience, passion for problem solving, ability to use knowledge bases, toolsInfosys BPM is committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible.We provide adjustments including alternate formats to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact HR Team on 02 8913 5900 or email to bpm.anz.careers@infosys.comPlease click on the Apply link below to upload your resume before the closing date.We reserve the right to withdraw this advertisement prior to the closing date.We respectfully request agencies not to forward unsolicited resumes unless requested.