IT Knowledge Manager 1

Location: Bangalore, India

Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.

Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 40-year track record of delivering to more than 600 organizations, Sapiens’ team of over 5,000 employees operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.

Responsibilities:- 
•    Knowledge Base Management:
o    Create and implement knowledge management strategies to capture, organize, and maintain critical information.
o    Develop and curate a comprehensive knowledge base that includes technical articles, training materials, and best practices.
o    Ensure the knowledge base remains up-to-date, accurate, and accessible to all stakeholders.
•    End-User Support:
o    Leverage your experience in supporting end users within IT roles.
o    Assist users in resolving technical issues by providing clear and concise documentation from the knowledge base.
o    Collaborate with IT teams to enhance user experience and troubleshoot common problems.
•    Technical Expertise:
o    Proficiency in Microsoft 365 (Office 365) suite, including SharePoint, Teams, and OneDrive.
o    Familiarity with ServiceNow or similar IT service management platforms.
o    Ability to create Analytic reports based on ITIL 
o    High technical orientation to understand complex IT processes and systems.
•    Training and Knowledge Transfer:
o    Conduct training sessions to educate employees on utilizing the knowledge base effectively.
o    Facilitate knowledge transfer between IT teams, ensuring seamless collaboration and cross-functional learning.
•    KCS Methodology: an advantage
o    Apply your familiarity with the Knowledge-Centered Service (KCS) methodology to drive continuous improvement.
o    Promote KCS principles, such as capturing knowledge during incident resolution and evolving content based on user feedback.
•    Communication Skills:
o    Exceptional verbal and written English communication skills.
o    Articulate complex technical concepts in a user-friendly manner.
o    Collaborate with stakeholders across departments to promote knowledge sharing.
Qualifications:-
•    5-7 years of relevant experience in knowledge management, technical writing, or IT support.
•    Proven ability to implement effective knowledge transfer practices.
Additional Information:- 
•    This position includes working on global IT projects to improve knowledge sharing to internal employees and IT team members.