• Own the Knowledge Management process within the P&PS Europe region.
• Keep the P&PS Europe Sales Site and other Knowledge Base entries correct and current.
• Assist in identifying and closing gaps in content/information.
• Work with the global Sales Center of Excellence, regional Sales Enablement Directors and other Regional Knowledge Managers to drive forward the global knowledge agenda.
• Promote continuous improvement in KM, including the automation of KM tasks.
• Participate and/or lead specific or regional KM Initiatives.
• Perform KM-related training sessions.
• Responsible for line management of P&PS knowledge management coordinators within the region.
• Define processes for Krakow KM Coordinators, including.
• Bring people together to share lessons, insights, and best practices around key topics.
• Accountable for producing regular KM updates.

Skills: Knowledge Management, Content Governance, Gap Analysis, Stakeholder Collaboration, Process Automation, KM Training, Team Management, Continuous Improvement

• Establish and implement the Knowledge management process across the organisation by leveraging existing tooling products to facilitate a homogenous and consistent approach.
• Coordinate a wide variety of tasks across multiple technical and procedural disciplines.
• Facilitate close engagement with teams across the organisation.
• Enforce compliance against all agreed ITSM policies, processes, and SOPs across the wider operational landscape.
• Own the Knowledge Management Database (KMDB).
• Establish, implement, document, and train all personnel on the Knowledge Management process.
• Plan, publicise and oversee the implementation of an updated and process-driven KMDB.
• Ensure governance around the KMDB population and knowledge lifecycle from creation to retirement.
• Leverage tooling (ServiceNow, Confluence, SharePoint) to enable the speedy and accurate dissemination and retention of Knowledge across the organisation.
• Ensure compliance with standards, policy, process, training, and adherence, and own the engagement with the security and compliance team for auditing purposes.
• Provide and develop appropriate reporting, and defined by the ITSM management team.
• Feed into RFO and RCA diagnosis, and ensure that knowledge accrued through incidents, problems, requests, changes, and other SOPs is recorded, maintained, and disseminated.
• Provide insight and recommendations on process development and maturation with the aim of continual service improvement.

Skills: Knowledge Management, Process Implementation, Cross-Team Coordination, ITSM Compliance, KMDB Ownership, Tooling Enablement, Audit Reporting, Service Improvement

• Promote knowledge collection and reuse through operational and business processes.
• Capture and distill experience and insight for reuse to improve performance.
• Maintain strong working relationships with stakeholders across customer support, delivery, marketing, strategy, customer experience, support, and related partner teams.
• Gather and share insights from knowledge captured in reactive events to improve the service.
• Host ongoing meetings with stakeholders to communicate the Knowledge Management strategy, progress and outcomes.
• Develop action plans for objectives and key results (OKRs) that support the team's Knowledge Management-related goals.
• Acquire, Handle and Organize the Organizational Knowledge and Information.
• Establish knowledge sharing and organizational learning strategies.
• Document and consolidate working instructions, processes, and procedures.
• Promote collective learning and facilitate the sharing of knowledge and best practices.
• Work across regions/geographies and Global teams.
• Develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and encourage growth.
• Use technical and business skills to lead sophisticated cross-functional activities that drive the continuous growth of the service's business.
• Mentor and guide peers on Knowledge Management concepts and techniques.

Skills: Knowledge Sharing, Insight Capture, Stakeholder Engagement, Service Improvement, OKR Planning, Organizational Learning, Global Collaboration, KM Mentoring

• Design and develop Knowledge Management (KM) and Strategic Messaging (SM) websites, Communities of Practice, reflectors, and collaborative tools.
• Work with the client and project leads to shape content management strategies and processes that promote project documentation, knowledge retention and transfer.
• Interview clients and stakeholders to gather their website requirements.
• Document, codify the level of effort, and develop an implementation plan for stakeholder requirements.
• Analyze current KM applications (internal and external to the AF).
• Identify gaps in current applications that prohibit achieving KM and SM goals.
• Create an implementation plan for KM.
• Ensure KM solutions are coordinated and IAW relevant DoD Information Technology (IT) systems and network mandates (e.g., PEO/STRI-Army Network, AFNET, 45th SW).
• Create a stakeholder website on the existing template with basic site and content administration support using the current DoD/AFAMS-approved and licensed SharePoint product.
• Work with clients and team members to structure and organize content IAW requirements and processes.

Skills: KM Solution Design, Content Strategy, Stakeholder Interviewing, Requirements Analysis, Gap Analysis, KM Implementation, SharePoint Administration, Content Structuring

• Provide basic site and content administration support by managing permissions and creating and maintaining sites, workspaces, workflows, lists and libraries.
• Assist developers with testing custom solutions, creating process documentation and troubleshooting technical problems with the current DoD/AFAMS-approved and licensed SharePoint product.
• Participate in projects and requirements gathering with end users across departments to create, enhance, and improve their SharePoint services and group sites.
• Follow directives from the Information Assurance security office to ensure all systems meet DoD and Air Force (AF) security guidelines and are remediated accordingly.
• Maintain and administer SharePoint services, including search, content hub and Excel services.
• Assist software development project plans, including scoping, scheduling and implementation.
• Assist implementation of new software products, upgrades, tools and systems and assist in resolving issues.
• Generate and analyze website statistics and reports on SharePoint usage and activity.
• Help develop and maintain SharePoint training, guidelines and applicable policies.
• Provide practical and dynamic SharePoint training solutions that save time, increase productivity, and improve the way people accomplish basic SharePoint setups.

Skills: SharePoint Administration, Permission Management, Requirements Gathering, Security Compliance, Service Maintenance, Software Implementation, Usage Reporting, SharePoint Training

• Work within the Knowledge management framework, partner with the NAO knowledge hub teams and other key stakeholder groups to improve knowledge capture and curation across the NAO.
• Ensure the organisation can identify its key and high-value knowledge assets and manage them in an effective way.
• Actively contribute to a culture of valuing and leveraging the NAO's knowledge by marketing and communications and attending face-to-face meetings.
• Raise the profile of the KM team, promote its services and encourage contribution from SME across the organisation.
• Create, update and deliver Knowledge management-related training for the organisation and work with the L&D team.
• Ensure it delivers a framework of skills to all areas of the business to support good knowledge sharing and best practice.
• Support the development of special interest groups to ensure they can capture, curate and disseminate knowledge across the NAO.
• Conduct Knowledge audits and gap analysis of existing knowledge repositories, providing guidance on identifying knowledge personas.
• Support the NAO's hubs to provide insight and knowledge.

Skills: Knowledge Curation, Stakeholder Partnership, Knowledge Assets, KM Advocacy, KM Training, Learning Frameworks, Knowledge Audits, Community Support

• Work with the head of knowledge management in using knowledge management processes and systems within the NAO and explore solutions to resolve problems and build capability.
• Lead Knowledge management projects or workstreams to improve the sharing of knowledge management and the improvement of how existing technologies are exploited to share knowledge.
• Provide advice on the best use of the NAO’s knowledge management and collaboration platforms (e.g., in MS SharePoint Office 365) and in cloud-based applications.
• Provide KM technical training.
• Provide insights on new technologies or innovative approaches that would further support the development of Knowledge management at the NAO.
• Work with the Head of Knowledge Management to build an enterprise information architecture that will support the search and discovery requirements of the NAO.
• Support the implementation of the knowledge management governance framework.
• Ensure that each knowledge worker has a clear understanding of their responsibilities.
• Support continual improvement with knowledge management by analyzing the effectiveness of the new knowledge management programs by observing their usage and evaluating their impact in terms of the organizational benefits.

Skills: KM Project Leadership, Platform Advisory, KM Training, Technology Innovation, Information Architecture, KM Governance, Knowledge Accountability, Program Evaluation

• Responsible for continuous lifecycle management of customer-facing Support content, such as Solution and KB articles.
• Ensure that Support systems and tools meet Knowledge Management goals, including case deflection and improved customer satisfaction.
• Implement new ideas to improve the deflection rate of content.
• Take ownership of Customer Support forums and CONNECT spaces.
• Ensure that questions and queries are answered, utilising all available resources within the global Customer Support team.
• Gather feedback from engineers.
• Enhance systems and processes, and encourage the creation of quality content.
• Continue tracking statistics associated with knowledge management systems, including using dashboards and presentations to communicate progress.

Skills: Content Lifecycle, Case Deflection, Support Forums, Community Ownership, Engineer Feedback, Process Enhancement, Quality Content, KM Reporting

• Understand the types of knowledge mastered by operational staff.
• Define the knowledge management strategy and lead its implementation.
• Upon implementation, maintain and improve the (eco)system in place.
• Collaborate with Product Owner to select, build and implement the right tools.
• Define and assess actionable metrics to measure the knowledge management effectiveness.
• Contribute to developing a learning culture.
• Ensure rapid and efficient knowledge dissemination within the organisation.
• Facilitate SharePoint and Microsoft 365 solutions recommendations and development and provide end-user assistance.
• Support KM and information management solutions.
• Coordinate with stakeholders on document reviews, project planning, status updates, and solutions development on relevant KM tasks.
• Participate in and facilitate KM-related working groups.
• Provide updates and recommendations on KM-related policies, procedures and guidelines.

Skills: Knowledge Strategy, KM Implementation, Tool Selection, KM Metrics, Learning Culture, Knowledge Dissemination, SharePoint Solutions, KM Governance

• Responsible for the development of knowledge management strategies.
• Communicate with all affected users from national subsidiaries and group functions.
• Structure specialist knowledge and correlations, integrate them into business processes, and make them available to the right people at the right time.
• Responsible for harmonising processes, tools and information between all national subsidiaries to ensure the same processes within the Group.
• Support cross-national projects and initiate and pursue process improvements with the help of Vaillant's standard methods.
• Work in a group function with local service organisations and other areas such as quality, sales, finance, or IT.
• Connect people with the information they need to know to do their job, enhancing navigation and search capabilities of the knowledge base.
• Set up and follow up relevant KPIs and action plans with internal partners to continuously improve knowledge (documentation coverage and quality/training needs, key users).
• Build guides and documentation, such as assisting with video tutorials or quick reference guide collateral.
• Create robust templates for documentation built by each team.

Skills: KM Strategy, Stakeholder Communication, Knowledge Structuring, Process Harmonization, Cross-Border Collaboration, Knowledge Accessibility, KPI Management, Documentation Design

• Excellent verbal and written communication skills.
• Ability to communicate with audiences at all levels with clarity, impact and influence.
• Ability to explain concepts succinctly to diverse user groups.
• Demonstrated prior experience with Knowledge Management methodologies, tools and concepts.
• Must have relevant IT qualifications.
• Experience in developing training and support materials.
• Must have analytical skills with the ability to translate data into behaviour trends.
• Ability to work under pressure and stress while executing day-to-day operational demands.
• Strong stakeholder management and relationship management skills.
• Must have a passion for fast-paced, consumer-focused service environments.
• Must have ITIL Foundations v3 or v4.

Qualifications: BS in Information Technology with 5 years of Experience

• Previous experience of KM in a large organisation.
• Strong communication and leadership skills to deal with all levels within the organization and be willing to challenge the status quo.
• Must have a passion for Knowledge Management and for improving knowledge/information management processes.
• Excellent verbal and written command of English.
• Proficient in Microsoft SharePoint, Word, Excel, and PowerPoint.
• Ability to multi-task, deal with complexity and prioritise effectively.
• Must have a methodical, resourceful, tenacious and flexible approach.
• Previous experience in selecting, training and managing a small but growing team.

Qualifications: BS in Data Analytics with 6 years of Experience

• Experience with Knowledge Management Process Ownership.
• Must have led initiatives focused on end-user experience within ITSM services and support.
• Must have an understanding of the current GMS business and processes.
• Demonstrated success in improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction.
• Detailed understanding of the impact of change, the interdependencies and the impact on the business and IT Projects.
• Ability to apply agile practices.
• Experience stakeholder management.
• Excellent communication, presentation, and interpersonal skills, including the ability to influence across the organization.
• Strong organizational skills with excellent attention to detail.

Qualifications: BA in Knowledge Management with 7 years of Experience

• Professional experience in knowledge management and/or resource management.
• Understanding of trends and issues and propensity for continual learning.
• Strong relationship-building and interpersonal skills.
• Ability to build connections across teams and across differences to work collaboratively.
• Strong written and verbal communication skills.
• Strong project and time management skills.
• Ability to work on multiple tasks and projects simultaneously.
• Must be skilled with technology.

Qualifications: BS in Information Technology with 5 years of Experience

• Must have Certified Knowledge Manager or ability to obtain within the first 6 months of start.
• Demonstrated expert written and oral communication skills.
• Strong inter-departmental communicator.
• Great analytical and problem-solving skills.
• Professional KM Services experience.
• Working knowledge of industry-standard knowledge management (KM), business process engineering, and Agile software development practices.
• Proven experience working in a complex technology/enterprise solutions/systems implementation environment.
• Intermediate proficiency with MS Visio and MS Project.
• Experience with industry-leading Knowledge Management Databases and systems such as ServiceNow, Remedy, IPSoft, and RightAnswers.
• Must have ITIL v4 Certification.
• Must have KCS Practices Certification.

Qualifications: BS in Management Information Systems with 7 years of Experience

• Relevant experience in knowledge management or a related field, including experience documenting and analyzing internal business processes.
• Strong communicator with the ability to help others understand complex topics.
• Able to global team, project management, communication, and partnering skills.
• Able to adapt to learning/using new software tools, such as project management and communication platforms.
• Strong familiarity with the latest tools available for process documentation.
• Strong problem-solving and analytical abilities.
• Ability to manage multiple assignments in a fast-paced environment.
• Must have SaaS industry experience.
• Strong familiarity with the latest tools available for process documentation and analysis.

Qualifications: BS in Information Systems with 4 years of Experience

• Proven ability to manipulate, design, develop, and program databases, web applications and other like processes.
• Experience in gathering requirements and modifying web-based tools.
• Experience gathering, preparing, editing, organizing, establishing, managing, safeguarding, and/or preparing accurate and up-to-date information.
• Must possess and maintain a TS/SCI with Poly.
• Must have SharePoint experience and certification, including design and development work.
• Proven ability to design, develop and maintain the Knowledge Management and Dissemination System Database design and user interface development.
• Proven ability in designing, building, training, and installing intelligence analysis database tools.
• Excellent organizational skills.
• Excellent verbal and written communication skills.

Qualifications: BA in Organizational Communication with 9 years of Experience

• Experience in managing blogs or similar digital experiences is to be demonstrated during the recruitment process.
• Experience in Knowledge and/or Content Management Roles.
• Content creation and/or editorial experience, working with words creatively.
• Customer Service experience in written formats.
• Experience in a customer-facing environment.
• Experience in writing for chatbots or digital interaction.
• Experience in automating customer journeys and measuring customer satisfaction.
• Must have stakeholder management and relationship-building skills.
• Able to know words and love tech, or know tech and love words.
• Excellent spoken and written English.
• Must be motivated, professional and able to work on own initiative, to take ownership and with the capacity to be a versatile team player, flexible, proactive and pragmatic.
• Experience of working in a sprint-led environment.
• Experience managing senior stakeholders and influencing decisions.
• Experience with a leading knowledge management system, including configuration and management.
• Experience in project management.

Qualifications: BA in Psychology with 5 years of Experience

• Previous experience in a knowledge management role.
• Experience with SharePoint, other knowledge and repository management tools, intranets/portals, collaborative and social media tools.
• Proven experience in procurement processes and budget management.
• Ability to be aware of good information management principles.
• Excellent verbal and written communication skills.
• Ability to collaborative team player.
• Proven experience as a technical trainer (MDA, SDA products).
• Experience in designing technical course content.

Qualifications: BS in Information Technology with 4 years of Experience

• Knowledge and willingness to deeply understand key Knowledge Management systems.
• Experience with Confluence and SharePoint Online and M365.
• Knowledge of UX/UI Design.
• Experience in project management.
• Ability to manage multiple senior stakeholders and build relationships at all levels.
• Understanding of content management lifecycle.
• Must have outstanding communication, verbal and written.
• Proven ability to take on new initiatives and drive them to success.
• Demonstrated project management skills, including creation and tracking of information via dashboards.

Qualifications: BA in Library and Information Science with 5 years of Experience