HP Indigo EMEA Knowledge Manager

3 weeks ago

Reading, Reading, United Kingdom HP Development Company, L.P. Full time
Job Summary

This role is responsible for validating and executing detailed technical design solutions, often leading in the creation of designs for enterprise-level solutions. The role specializes in complex enterprise technology solutions that are designed to satisfy clients' requirements, leading teams through various stages of technical evaluation and delivery. The role actively supports sales efforts and portfolio expansion with existing customers, thereby contributing to organization's profitability.

Key Responsibilities:
  • Identify knowledge gaps in Field Service and Advanced Technical Support (ATS) teams.
  • Develop and implement comprehensive plans to address the identified knowledge gaps.
  • Follow up on the implementation of knowledge improvement plans to ensure effectiveness and completion.
  • Define and establish a Knowledge Strategy covering all levels from Tier 4 (T4) to Level 1 (L1) support.
  • Collaborate with various departments to ensure alignment and integration of knowledge management initiatives.
  • Coordinate knowledge sharing sessions, workshops, and training programs to enhance team capabilities.
  • Monitor and measure the effectiveness of knowledge management activities and adjust strategies as needed.
Key Deliverables/Accountabilities:
  • Comprehensive identification and documentation of knowledge gaps in Field Service and ATS teams.
  • Effective and timely execution of knowledge improvement plans.
  • Established and communicated Knowledge Strategy (T4 to L1) aligned with organizational goals.
  • Enhanced knowledge resources and training materials available for all support levels.
  • Improved performance and competency of Field Service and ATS teams through targeted knowledge initiatives.
Working Relationships:
  • Collaborate with Field Service and ATS teams to identify knowledge needs and gaps.
  • Work closely with training and development teams to create and deliver knowledge improvement programs.
  • Liaise with department heads and senior management to ensure alignment of knowledge strategies with organizational goals.
  • Engage with external experts and stakeholders to incorporate best practices and advanced knowledge into the organization.
Knowledge Requirements:
  • In-depth understanding of knowledge management principles and best practices.
  • Familiarity with Field Service and Advanced Technical Support (ATS) functions and requirements.
  • Experience in developing and implementing knowledge strategies and improvement plans.
  • Knowledge of training and development methodologies.
Personal Skills and Qualities:
  • Strong analytical and problem-solving skills, with the ability to identify and address knowledge gaps.
  • Excellent communication and interpersonal skills, with the ability to effectively convey information to diverse audiences.
  • Proactive and strategic mindset, with a focus on continuous improvement and knowledge enhancement.
  • Ability to work collaboratively in a cross-functional and dynamic team environment.
Technical Skills:
  • Familiarity with data analysis and reporting tools to measure knowledge management effectiveness.
Impact & Scope:

This role impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity:

This role works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer:

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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