Paris
France
Job Description (Posting)
We are seeking an ITSM Knowledge Manager to join our team at a client’s facility in Paris.
Important details
Important details
- 3 days/ week- Work from office (Client Location)
- Language: French(C1) + English
- Years of experience: 4-7 years
- Own the long-term strategy of knowledge management for the OMC to develop focus areas, tools and procedures that can deliver the desired outcomes of the Knowledge Management process
- Develop standard formats for knowledge submissions and socialize them with the Technology tracks
- Improve the Knowledge Management tools and their ability to provide better, fast search results to support Incident Management process and to provide better ability to relate the Incidents with Knowledgebase articles
- Run knowledge submission campaigns with different technology tracks and support these campaigns with a reward and recognition program to recognize the knowledge contributing staff
- Periodically review the effectiveness, usability and defects reported in the knowledgebase and suggest improvements
- Generate awareness and interest among the resolving groups in submitting the information into the knowledgebase by motivation and recognition programs
- Enforcing the use of Knowledgebase among the Service Desk and the resolving groups staff
- Establish periodic housekeeping procedures to purge the Knowledgebase relating to obsolete technology components
- Optimizing the ability of the tools to Search and relate the Knowledgebase items to the Product and operational categorizations, Configuration Items, Incident records and Problem records
- Establish effective approval and standardization for Knowledgebase submissions
- Improve the policies and procedures for submitting, retrieving and housekeeping of the Knowledge contained in the Knowledgebase
- Exploring the possibility of procuring and/or relating to the external sources of Knowledgebase articles relating to proprietary and third-party technologies and applications
- Motivating the technical staff to forego the retention of ad-hoc knowledgebase in distributed locations
- Obtain the baseline documentation of the Process and Tools including additional other documents as signed off and approved by the authorized customer representatives
- Follow formal version and change control methods as agreed with the customer representatives
- Host the read-only versions of the released documentation at the designated secure, backed up and access-controlled documentation repository of the OMC and issue formal communication to the OMC staff announcing such release
- Simplify process documentation in order to make it easily understandable for operations staff at the point of use
- Identify and suggest changes to the ‘Foundation data’ in the tools
- Analyze and suggest tool customizations in the interest of process workflow optimization
- Work with the tools teams to standardize reports
- Open formal RFCs and work with Tools teams in order to implement customizations and improvements in the tools for process augmentation
- Track tool customizations, affected functionalities and document the release notes in order to conserve the audit trail
- Document the use cases, test cases and test reports formally and participate in release management for the augmentation and upgrades of the tools
- Communicate to all relevant teams (including supporting vendors and customers), the SLA targets as agreed in the service contracts and as configured in the tools as Service Performance Targets
- Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
- Periodically review the process to maintain currency of knowledge, contact information and relevance to the changing business context, policies and priorities
- Receive, analyze and incorporate feedback from customers that suggest improvements
No. of Positions
1
Job Description (Posting).
About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
SrAdmin-KnowledgeMgmt,ITIL
Job Summary
The Sr Administrator for Tools & Automation plays a crucial role in providing advanced technical support and troubleshooting for complex incidents. This position is vital for ensuring a high standard of customer satisfaction through effective root cause analysis and resolution of technical issues, while also enhancing knowledge management practices within the organization. (1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Itil Best Practices To Enhance Service Delivery And Operational Excellence.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Frameworks And Snow Admin Tools.
3. Enhance The Knowledge Management System By Updating And Managing The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Ongoing Training And Support.
4. Coach And Train New Analysts On Tools And Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Support Team.
5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Maintaining A Strong Security Posture.
6. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Potential Security Threats.
Skill Requirements
1. Strong Understanding Of Itil Principles And Practices.
2. Proficiency In Knowledge Management Tools And Methodologies.
3. Experience With Servicenow (Snow) Administration And Support.
4. Familiarity With Bmc Remedy And Ca Service Desk Platforms.
5. Solid Knowledge Of Security Best Practices And Incident Response.
Certification
1. Itil Certification Is Preferred But Not Mandatory.
2. Knowledge Management Certification Is Optional But Valuable.
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.
To learn more about how we can supercharge progress for you, visit www.hcltech.com
SrAdmin-KnowledgeMgmt,ITIL
Job Summary
The Sr Administrator for Tools & Automation plays a crucial role in providing advanced technical support and troubleshooting for complex incidents. This position is vital for ensuring a high standard of customer satisfaction through effective root cause analysis and resolution of technical issues, while also enhancing knowledge management practices within the organization. (1.) Key Responsibilities
1. Adhere To Quality Standards And Regulatory Requirements While Implementing Itil Best Practices To Enhance Service Delivery And Operational Excellence.
2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Frameworks And Snow Admin Tools.
3. Enhance The Knowledge Management System By Updating And Managing The Knowledge Base, Ensuring That All Documentation Is Accurate And Accessible For Ongoing Training And Support.
4. Coach And Train New Analysts On Tools And Processes, Fostering A Culture Of Continuous Improvement And Knowledge Sharing Within The Support Team.
5. Resolve Complex Tickets Within Agreed Slas, Collaborating With Other Support Teams To Ensure Seamless Operations And Maintaining A Strong Security Posture.
6. Drive Customer Satisfaction By Ensuring First Call Resolution, Minimizing Rejected Resolutions And Reopen Cases, While Actively Mitigating Potential Security Threats.
Skill Requirements
1. Strong Understanding Of Itil Principles And Practices.
2. Proficiency In Knowledge Management Tools And Methodologies.
3. Experience With Servicenow (Snow) Administration And Support.
4. Familiarity With Bmc Remedy And Ca Service Desk Platforms.
5. Solid Knowledge Of Security Best Practices And Incident Response.
Certification
1. Itil Certification Is Preferred But Not Mandatory.
2. Knowledge Management Certification Is Optional But Valuable.
Employee Group
Business Line FT
Entity
INFRA
Auto req ID
1590095BR
Expected Date of Closure
07-Oct-2025
Reporting Manager Designation
General Manager
Skill (Primary)
Cloud Services-Processes-IT Process Engineering
Skill Level 3 (Secondary Skill 1)
Cloud Services-SERVICENOW-FUNCTIONAL CONSULTANT
Skill Level 3 (Secondary Skill 2)
Cloud Services-Platform Engineering-ITSM Platform
Skill Level 3 (Secondary Skill 3)
Cloud Services-Platform Engineering-ITSM Platform
Skill Level 3 (Secondary Skill 4)
Cloud Services-Platform Engineering-ITSM Platform
Skill Level 3 (Secondary Skill 5)
Cloud Services-Platform Engineering-ITSM Platform