Trainee Knowledge Manager

Job description

Responsibilities

Description of the Business Line or Department

Global Technology Services (GTS) is a global transversal IT infrastructure support team covering all aspects of IT Infrastructure across the Bank.

This includes, Digital Workplace Services (Server, Backup, Storage, Cloud and Networks and Connectivity and Datacentre, Database etc.

The Digital Workplace Services Team is a global team that supports all aspects of the Digital Workplace, this includes the Windows Desktop Environment (OS and Services) , Unified Communications (Trader Telephony, Skype Telephony and Skype for Business, Mobile Telephony and EMAIL) and User Support (IT Helpdesk, Tradefloor Support , Proximity Support)

Summary of the key purposes of the role

The role of the Digital Workplace Services (DWS) trainee Knowledge Manager is as process coordinator for the Knowledge Management Process, for which the primary function is to ensure that information about DWS products and services are created and shared internally within the DWS teams and with our end users. In addition, the Knowledge manager will manage the ongoing quality of existing knowledge, ensuring that the content is appropriate for the audience, modifying, deleting and updating where necessary.

The main goal of Knowledge management is

a) Enhance the end user experience of tools and services we deliver by providing guides, tips and best practices that are easily located and digestible

b) Improve the user autonomy of our users to help them navigate the continuously changing workplace environment

c) Reduce the number of request and incidents raised to IT as a result of a more informed user base

Summary of responsibilities

The main responsibilities of the DWS Knowledge Manager are:

Knowledge Creation

· Coordinate the Knowledge management process, including review and enhancement where required

· Act as the final step of approval and quality assurance for internal technical documents

· Ensuring all DWS services and products have user guides and knowledge uploaded to our internal knowledge management tools

· Reviewing user feedback in regards to knowledge needs and acting accordingly

· Ensuring the quality of the internal support knowledge database (Jarvis) i.e. documents respect all formatting and comments on the documents are addressed

· Run management reports on knowledge management activities

· Take part in global knowledge management meetings to help improve the processes

· Provide training on the Knowledge management portals where required

· Improve awareness and visibility of Knowledge management portals

· Ensure knowledge for new products and services is created during the transitioning of a new product service

Level of Autonomy and Authority

The Trainee knowledge manager will coordinate the activities of the Knowledge management process for the UK and will be responsible for carrying out the activities. The overall accountability of the process will be with the direct line manager

The trainee KM will be the only person working on KM activities.

As a trainee, they will be assisted and guided by their manager and team members, as well as training opportunities both internally and externally. However, they will also be expected to show a degree of initiative, enthusiasm and determination to grow into the role.

Profile Required

Competencies

Must be IT literate (understand common terminology related to IT)

Shows a strong interest in technology

Has a natural curiosity towards technology

Good Communication Skills, specifically verbal and writing

Ability to reconstruct technical information into simplified instructions

Strong attention to detail

Enjoys working with others

Highly organised and can manage multiple requests asks

Able to work independently if needed

Able to show initiative

Highly motivated and determined to improve their skills and knowledge

Background in content creation andor technology is desirable but not mandatory

Why Join Us

People join for the impact they can have on us. They stay for the impact we have on them. A flatter structure offers visibility and exposure beyond that of our competitors, so you know our names, and we know yours. It's personable, human, and inspires success through passion. By encouraging open mindedness and a willingness to share ideas, we have adapted to market changes and thrived through innovation. Bringing words like “hard work” and “dedication” together with “community” and “respect” has enabled us to work collaboratively and build our future together. We call this Team Spirit and it's what makes us different. It's what makes you different.

Business Insight

If you feel you have the required experience and qualifications, then please apply to the SG Resourcing Team, and we will manage your application. At Société Générale, we believe our people are our strength and are core to the success of our business. As such, we search for, recruit and appoint the best available person on the basis of aptitude and ability, regardless of sex, marital or civil partnership status, race, colour, nationality, ethnic or national origins, pregnancy, disability, age, sexual orientation, religion, belief or gender reassignment.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents , regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Job code: 20000NOP
Business unit: SG CIB
Starting date: 23/12/2020
Date of publication: 26/10/2020