Knowledge Manager
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• Piloter la mise en place et l'évolution de la solution de capitalisation et de gestion des connaissances.
• Collecter, extraire, organiser et synthétiser les informations.
• Qualifier et intégrer les bonnes pratiques dans le référentiel.
• Structurer l'information : catégorisation, mots-clés, recherche.
• Contrôler l'application des procédures, notices et consignes.
• Identifier les axes d'amélioration et contribuer à l'amélioration continue.
• Maintenir en condition opérationnelle la base de connaissances et le SI de gestion de la connaissance sur le plan fonctionnel.
• Contribuer à l'amélioration de la qualité du support et du FCR. Environnement technique Windows 10
· Office 365
· Postes de travail
· Genesys
· Citrix
· Bases de connaissances / référentiels documentaires
Profil recherché
• Formation supérieure en informatique, systèmes d'information, Knowledge Management ou équivalent.
• 4 ans d'expérience minimum sur un poste similaire, idéalement dans un environnement IT, Service Desk, Support utilisateurs ou Centre de contacts.
• Maîtrise de Microsoft Office 365 et des environnements de support IT / postes de travail.
• Une expérience sur Genesys et/ou Citrix est un plus.
• Excellentes capacités de structuration, synthèse et rédaction.
• Très bonne communication, rigueur, organisation et esprit d'analyse.
• Autonomie, pédagogie et capacité à collaborer avec différents interlocuteurs. Mode de travail Hybride / Contrat : CDI
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