Knowledge Manager (Service Now modules)

We are looking for a Knowledge Manager who will support the IT Services Manager.You will be responsible for:Reporting directly to IT Service Manager for SENSE Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization (Ex SENSE Wiki)Continual Improvement of the Knowledge available for Support Agents and End UsersKnowledge Owners and Trainers within the SENSE EnvironmentManaging and developing Global Knowledge Management towards Business demand and objectives for the different SENSE Value StreamsDriving Knowledge Management within the SENSE Environment Value StreamsGuiding Knowledge Owners to create high quality KB Articles which are easy to handle by Support Agents and End UsersIdentifying and implementing Improvement initiatives to make the KB more friendly for End Users and AgentsPromoting of Knowledge User FeedbackDriving the detection of automation possibilities in combination with the Virtual Agent Topic FlowsAssisting to implement and drive a reduced “Live Agent” contact because of high quality Virtual AgentDriving high Support Agent Knowledge by high quality trainings and communicationDriving high Support Agent Knowledge by detecting Agent Knowledge gapsFocusing on Incident Avoidance, Inbound Avoidance and MTtR ReductionPerforming Routine inspections/audits to verify process adherencePreparing and presenting Management Reports with corresponding improvement actions Presenting (progressing on) Improvement Actions in customer (internal/external) meetingsWho are we looking for?Deep Microsoft Office products knowledge – MS Excel (be able to manage data sets, apply filters & create pivots) Experience with ServiceNow Good Knowledge of Incident ITSM ProcessesExperience in Provider ManagementExperience in Knowledge ManagementPower BI experience would be an advantage Excellent Communication skillsStrong Analytical skills Strong Reporting skillsStrong Management skillsStrong organizational skillsFluent English skills, both written and verbal Availability during CET Business HoursBasic wage component (gross) and other rewards: starting from 2200 EUR brutto /month + VAR*We are required by law to disclose basic wage component for the advertised positions. We carefully consider your professional qualifications and experience in our compensation package and/or when offering you other positions.Our goal is to pay our employee's fairly, with regard to the market situation and we are ready to welcome high-quality candidates in our team.What do we offer:Variable and Christmas bonusHybrid type of work – combination of work from home & work from office(telework / homeoffice)Flexible Working HoursBridge days – free extra paid leave 6 days per year3 sick days per year (no doctor’s permit needed)In case of sickness 100% salary reimbursement 20 days/ year, this includes max. 10 days/ year for of family careAdditional pension plan300 EUR for regeneration of work force via cafeteria systemMultisport Card – employer's contribution of 10 EURRecognition and Reward programWellbeing program – Psychological, Legal and Financial CouncellingFamily care program (subsidy for newborns, maternity leave, kindergardens, summer camps)Retention program (work anniversary, life anniversary, employee loans)Training and development program (business and product trainings, e-learning, language courses, soft skills trainings,…)Adjustable standing desk as a standardWide project portfolio in healthcare domain and job rotation within company (Cybersecurity, Artificial Intelligence, Healthcare IT services, …)Participation on world famous IT conferences like Microsoft IGNITE for best employeesHow we work:When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Check our Careers Site at https://www.siemens-healthineers.com/skAs an equal opportunity employer, we welcome applications from individuals with disabilities.