At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Knowledge Management Analyst

The opportunity

EY’s global enterprise technology group provides various enabling services (ERP, infrastructure, platforms, service desk) to assist over 300K employees in creating and delivering solutions and services to Fortune 500, privately held and government-like entities.

Knowledge Management is a sub-function under Enterprise Technology - Service Management. The mission of Knowledge Management function is to improve EY Technology Customer experience by promoting a self service and knowledge sharing culture while ensuring information is easy to find and available just when it’s needed.

Your key responsibilities

• Promote validation of content and metadata in knowledge database in conjunction with Product Experts
• Identify, engage and educate Product Experts with KM process and workflow.
• Timely and accurately manage content reviews, approvals and any incoming tasks in line with defined standards and policies.
• Ongoing evaluation of the value added by knowledge to a certain product and portfolio
• Promote improvement to knowledge based on data around knowledge consumption, client feedback and user searches.
• Contribute to ideation and execution of communications aimed to promote knowledge sharing within the ET Community
• Connect with Transition process on onboarding applications. Educate and guide through the onboarding of a given service/application knowledge
• Skills and attributes for success
• This individual should possess a combination of technical skills, analytical abilities, and leadership attributes

To qualify for the role you must have

• Understanding of ITIL foundation principles
• Preferably, prior experience with Content Managing and/or in a KCS operating environment
• Working experience with ServiceNow, preferably Knowledge module or data analytics
• An ability to engage and influence a community of product experts
• 3 + years experience in content managing and/or service management. Any experience with content editing and socialization is a plus.
• Ability to work on tasks with eye for detail
• Good knowledge of IT Services functions and their responsibilities and strong analytical and problem-solving ability
• The ability to work and team effectively with business, management personnel, and diverse and geographically dispersed teams
• Basic reporting skills
• Possess innovative mindset by being open to new ideas and works comfortably with global teams

Ideally, you’ll also have

• Excellent English language skills (verbal and written),
• Excellent communication, collaboration and basic project management skills
• Good presentation skills with ability to present material clearly and concisely
• Excellent awareness of different cultures and working practices across the regions
• Proven experience in working in, and basic management of, diverse and geographically dispersed teams

What we look for

• Bachelor's degree in Computer Science, Statistics, or a related field.
• KCS Foundation
• ITIL v3 or v4 Foundation training, or higher level of ITIL Certification.
• Knowledge on ServiceNow reporting , is an added advantage

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of

what we offer:

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.