This role is part of the FinTech Customer Support division within the Global Practice Management team. Our goal is to develop best practices, tools, and methodologies to continuously drive excellence in Customer Support.
The Knowledge Management Administrator will play a critical role in managing and optimizing our ServiceNow Knowledge Management system to ensure efficient knowledge sharing and accessibility across the organization. This position will be responsible for analyzing customer support processes, identifying areas for improvement, and managing internal and external knowledge articles to enhance service efficiency and customer satisfaction. The ideal candidate will have a strong background in knowledge management, process improvement, and customer support operations, with expertise in implementing best practices across the entire customer lifecycle.
Knowledge Management and Documentation:
- Create, maintain, and update knowledge base articles to ensure they are accurate, relevant, and easily accessible.
- Develop and implement guidelines for knowledge articles to maintain consistency and quality across the entire Knowledge Management governance lifecycle.
- Develop knowledge base adoption practices and the overall framework for the management of the knowledge lifecycle
- Monitor the usage and performance of the knowledge bases, generating reports and analytics to identify areas for improvement.
- Work closely with stakeholders at all levels to gather and incorporate feedback.
Process Improvement:
- Review customer support processes and workflows to identify bottlenecks, inefficiencies, and opportunities for improvement.
- Recommend and implement process improvements to enhance efficiency and effectiveness.
- Identify trends, patterns, and insights to support data-driven decision-making.
Customer Support Optimization:
- Collaborate with Customer Support teams to understand their needs and challenges.
- Develop and implement strategies to improve customer satisfaction.
- Monitor and evaluate the impact of implemented changes on Customer Support operations.
Additional Requirements:
- Bachelorβs degree or equivalent experience in Business Administration, Information Technology, or a related field.
- Proven experience as a Knowledge Manager, Process Excellence Analyst, or similar role in a customer support environment.
- Proficiency in ServiceNow Knowledge and Report/Data Administration Management, including configuration, customization, and maintenance.
- Experience with process improvement methodologies such as Lean, Six Sigma, or Kaizen.
- Familiarity with customer support software and CRM systems.
- Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
- Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
Preferred Qualifications:
- ServiceNow Certified System Administrator (CSA) or other relevant certifications.
- Experience with ITIL processes and best practices.
- Familiarity with other ServiceNow modules and functionalities.
What You Will Get:
- Monthly base salary from 3000 EUR to 3500 EUR gross.
- Annual monetary bonus
- An opportunity to become a Nasdaq shareholder
- Employee Stock Purchase Program Nasdaq stocks with a discount
- III pillar pension plan with additional contribution from Nasdaq
- Flexible health insurance program
- Flexible working schedule and hybrid way of work
- Additional paid leave days after 2 years of working at Nasdaq
- Flex day program (up to 6 days a year)
- Internal mentorship program β get a mentor or become one
- Wide selection of online learning resources, e.g., Udemy
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.