Problem and Knowledge Management Consultant (ref.: 324)

The Problem and Knowledge Management Consultant has a dual mission.

Problem Management

The consultant is responsible for assessing, monitoring, documenting, and resolving IT issues. They collaborate with technical and business teams, publish workarounds, coordinate fix decisions, and optimize the process to ensure effective problem management.

Knowledge Management

The consultant oversees the creation, maintenance, and validation of technical documents, promotes knowledge sharing, implements tools to ensure the efficiency of the knowledge lifecycle, and ensures the accuracy of new submissions. They collect metrics, develop reports, and create knowledge materials compliant with publishing standards.

Requirements:

A minimum of 2 years of experience in a Problem Manager role

Knowledge of Knowledge Management or document management

Mastery of the ServiceNow tool

Solid understanding of IT environments (infrastructure, applications, networks)

Proven data analysis skills (incident trends, KPIs)

Exceptional communication and teaching skills

Diplomatic finesse and facilitation ability

Keen organizational sense and results-oriented

"Ability to manage multiple priorities and thrive in a dynamic environment"