Process Consultant – Knowledge Management

Sofia, Bulgaria (Hybrid)

KPMG IT Service OOD is a joint venture of KPMG IT Service GmbH and KPMG Bulgaria OOD. The company is an internal IT service provider for member firms in the KPMG group. We employ more than 600 people in Sofia and Germany and deliver the full spectrum of IT services to our clients, including: Software Engineering, Application & Platform Operations, Cloud and Infrastructure.

We are enabling Service Management processes and introduce them to the organization, leading to improved customer satisfaction, operational efficiency and process clarity across the company. We are looking for an experienced process consultant to join KPMG’s Service Management team and act as a lead in the process transformation project.

Are you a seasoned service management expert who loves to work with internal stakeholders and customers? Do you want to be a part of a team that strives for excellence? Do you enjoy working in a cross-functional environment and helps teams improve their processes and adapt new ways of working?

If so and you are eager to work with us and help the company to continue organize, improve, and master its services, don’t hesitate and apply today.

Your responsibilities:


  • Working with and supporting the SIAM Lead in the execution of the SIAM function.
  • Working with the Technology Organisation and all other stakeholders throughout KPMG to ensure that the SIAM function is performing at optimal levels.
  • Contribute, as directed, in organising, planning, and prioritising work tasks to contribute to SIAM objectives.
  • Develop and maintain an awareness of relevant processes, procedures and practices that apply within the Technology Organisation in particular the internal providers to ensure they are continually fit for purpose.
  • Ensure that reporting on governance, quality, risk, service improvement, SLA’s, OLA’s and UPCs etc. are executed to the highest standard and are continually adapted / improved to suit the needs of the business and management stakeholders.
  • Should be data driven and should be capable of dealing with data, data analysis and data interpretation
  • Own the End-to-End Knowledge base updates for KPMG internal service providers
  • Validate that the Knowledge Management process is followed prior to article publication
  • Manage Service Providers to maintain knowledge as defined in the Process Interface Manual via use of agreed Knowledge Management tools, in line with their agreed targets
  • Evaluate and structure the Knowledge within the ITSM Tool
  • Propagate knowledge to Service Providers
  • Review the Process Interface Manual and ITSM Tool Knowledge for currency and user rating of quality; and
  • Provide recommendations on improvements, based on usage reports or trends that other processes are showing (ie: Reduce volume of Incidents by creating knowledge articles).
  • Manage stakeholder communication to the internal KPMG Service Operations organisation and Service Recipients where appropriate and agreed; and
  • Define the scope of Knowledge Management, and the information that will be maintained.


What you bring in:


  • SIAM foundation & ITIL V4 Foundation certification is required
  • Experience in managed service preferred
  • Professional degree with 5+ years related IT experience.
  • 3 years of Service Integration and Management experience
  • Excellent understanding of ITIL and Service Management principles
  • An ability to converse with both technical and non-technical staff in a way that inspires confidence in your ability is also critical. As an intermediary function between technical / non-technical and junior / senior staff, it is your roles to ensure that everyone is working at optimal levels.
  • Demonstrable experience in high stress, client facing roles such as Major Incident Management, Change Management or Service Delivery roles.
  • Experience of process creation, optimisation, and documentation
  • Experience of working with multiple suppliers in line with a stringent delivery framework, including the management of poor performance remediation.
  • Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems
  • Has general awareness of the nature of business-critical incidents, and of their implications for the business

What we offer:


  • The chance to work in a top talent team
  • Attractive remuneration
  • Additional health insurance
  • Life insurance
  • 50+ benefits and services to choose from
  • Knowledge in cutting-edge technologies
  • Experience in an international and multicultural organization
  • Opportunity for business travel
  • Work on challenging projects
  • Hybrid working model
  • Modern office environment

Process Consultant – Knowledge Management

Job description

Process Consultant – Knowledge Management

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