Overview

Stefanini is currently looking for a Technical Knowledge Engineer (TKM) to be part of our TSMO team, under Infrastructure Services (INFRA) division. The Technical Knowledge Engineer supports the governance of the KMDB, ensuring it serves L2/L3 technical towers with accurate, standardized, and accessible knowledge. This role drives content creation, gap identification, and SOP development, ensuring alignment with service management processes.

Key Responsibilities

• Leverage different pre-approved information sources to support the creation of documentation.
• Design, deliver and evaluate the KMDB to enable and improve business performance by providing documentation in accordance with knowledge quality standards.
• Support the Knowledge lifecycle by ensuring that:
  • articles are not abandoned before being published.
  • performing a periodic review of existing content.
  • obsolete documentation is retired or replaced.
• Maintain knowledge content using the established review and feedback processes.
• Be familiar with the customer environment and relevant technical documentation.
• Collaborate with relevant stakeholders to optimize offered services and work processes and provide technical writing guidance to content authors and approvers.
• Maintain and improve the Technical Knowledge Management process within the customer agreed ITSM tool.
• Assist with the implementation of transformation activities by creating the relevant documentation (e.g. Project based, and shift left activities).
• Develop and maintain service catalog documentation (proposal and associated workflows) for Stefanini delivered services with focus on Infra services and collect feedback from the Customer and Authorized Users on the service catalogue's usability and content.
• Ensure that for each request proposal the mandatory information (clear descriptions, eligibility criteria, request procedures, associated costs (if applicable), service level commitments, Categories, Visibility etc.) is gathered and documented.
• Align the service catalogue with the Customer's business objectives, incorporating customer feedback.
• Review and update the service catalogue on demand or upon significant changes in accordance with the client-approved process, to ensure accuracy and relevance.
• Identify new catalog request opportunities leveraging ITSM tool volumetrics.
• Identify potential automation opportunities for new and existing processes related to catalog items.
• Keep Authorized Users informed on how to access and use the service catalogue, ensuring effective adoption and compliance.
• Maintain version control and an audit trail for service catalogue changes, documenting all updates, approvals, and stakeholder communications in accordance with the Quality Assurance Plan.
• Support account/project governance by:
  • Generating and analyzing knowledge usage and effectiveness reports in accordance with customer metrics (e.g. SLAs, KPIs etc.).
  • Evaluating and addressing missing Knowledge reports.
• Stay informed on the latest advancements in technology.

• Minimum of 1 year of prior experience in a Knowledge Specialist, Incident Management Specialist, Change Manager, Problem Manager, or technical role with experience in creating documentation and processes.
• Basic knowledge of INFRA technologies and services:
  1. Modern Endpoint Management (Windows & Mobile devices).
  2. M365 Digital Workplace and Unified Communication (e.g. O365, SharePoint Online, MS Teams Telephony etc.).
  3. Cloud Infrastructure and Network.
  4. Asset Management.
  5. Cyber Security Services.
• Experience in working with screenshot editing and flow-building Software.
• Understanding of ITIL v4 core processes like incident management, request fulfillment, change enablement, and problem management is a plus.
• Work experience with one or more ITSM tools (ServiceNow, CA, HPSM, BMC Remedy,HEAT,SMAX, Xurrent, etc.).
• Ability to understand technical and business aspects of IT risk, and to communicate those risks to management, business, and technical units.
• Experience in assisting with the development and maintenance of procedures and documentation.