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Knowledge Manager  – Service desk team at Operations Domain

Posted 8 months ago by Anthon Byberg
Stockholm
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Job Description

The H&M group is on an exciting journey to meet and exceed our customers’ expectations today, tomorrow and in the future. Rapid technological development and new customer behaviors are transforming the fashion retail industry.
To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands.
We continuously surprise and delight our customers and accelerate our business – by releasing the power of people, data and technology.
We explore new ways of working, have a customer focused mindset, embrace our strong values and release the power of our people to innovate and develop products that make a meaningful impact to customers all over the world.

Job Description
The Knowledge Manager is responsible for promoting and utilizing the company’s knowledge assets. The Knowledge Manager work both internally through the company and externally with the company’s suppliers. The Knowledge Manager will be responsible for the Knowledge process regarding 1st line instructions used in all our Service Desk deliveries which include Office, Warehouse and Store support. You will act as a Team lead for Knowledge Management and drive continuous improvement within your area.Some of the responsibilities of the Knowledge manager:

Manage the process of creating, using, sharing, and maintaining the organization’s information and knowledge.
Updating the Knowledge management process according to internal and external requirements
Following developments in the world of Knowledge Management. Making sure we are ITIL compliant and up to date on the latest trends.
Responsible for maintaining and developing our internal Knowledge database within our ITSM system. Making sure we are using the full potential of our tools.
Minimize Knowledge waste – optimize use of available and potentially useful knowledge in the organization.
Lead the Knowledge Management work performed by several resources.
Train resources in the Knowledge Management process and way of working.
Speed up access to knowledge and information.
Avoid redundant effort.
Accelerate customer delivery.
Improve the decision-making process.
Promote innovation and cultural change.
Increase customer satisfaction.

Top Skills
Knowledge management skill is the ability to collect, organize, store, and then share the information assets of an enterprise in a manner such that they can be used effectively for the benefit of the organization.

We believe you have a minimum of 3 years experience of running Knowledge Management.
Preferable previous experience as a leader of a team.
Certification in Knowledge Management, such as KCS
Certified in ITIL. Minimum ITIL® 4 Foundation.
Experience in working with ITSM systems, preferable ServiceNow
Experience in working with large and complex organizations.
Possessing factual and theoretical knowledge.
Finding and accessing information.
High communication skills.
Fluent in English language.

Do you think we are a match? We hope so!
This is a fulltime consultant assignment preferable located in Stockholm but with the right candidate we accept a flexible physical placement.
We are on an exciting journey to meet and exceed our customers’ expectations today, tomorrow and in the future.
Rapid technological development and new customer behaviors are transforming the fashion retail industry.
To cater the individual needs and desires of our millions of customers, Business Tech delivers technological solutions for the entire value chain for all our brands.
The best ideas evolve when great minds with different perspectives get together.
We’re all on the same team in a global environment and we learn from each other.
There are endless opportunities to grow – your development is all up to you!
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. H&M Group – Business Tech.