Knowledge and Service Manager

**Votre rôle**:
**Roles & Responsibilities**:
**ServiceNow KCS Implementation & Training**
- Train employees on the Knowledge-Centered Service (KCS) module in ServiceNow.
- Ensure adoption of KCS best practices across all teams.
- Develop and update training materials, guides, and documentation.

**Knowledge Governance & Compliance**
- Define and enforce governance policies for knowledge management.
- Monitor knowledge article quality, structure, and adherence to standards.
- Ensure published content is accurate, up-to-date, and follows compliance guidelines.

**Knowledge Base Management & Optimization**
- Oversee the creation, review, and lifecycle management of knowledge articles.
- Encourage a culture of continuous knowledge sharing and reuse.
- Ensure proper categorization and tagging for efficient searchability.

**Reporting, Analytics & Continuous Improvement**
- Track KCS usage metrics, article contributions, and employee engagement.
- Provide regular reports and insights on knowledge trends and gaps.
- Work with leadership to improve knowledge-sharing processes based on analytics.

**Collaboration & Support**
- Act as a central point of contact for knowledge management inquiries.
- Collaborate with L1, L2, L3 teams to ensure knowledge is shared effectively.
- Coordinate with the customer’s teams to align knowledge strategy with business needs.
- Prepares periodic customer service reviews
- Compiling and analyzing data to measure performance
- Reporting on department performance to upper management
- Take ownership of customers issues and follow problems through to resolution
- Develop service procedures, policies and standards
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports

**Votre profil**:
**Skill Profile**

**Education/Certification**:

- Degree in IT or Telecommunications from a recognized university.

ITIL V3/V4 Foundation certification.

**ServiceNow KCS** (certification preferred).

4+ years of experience

**Skills & Qualifications**:
Strong experience in **ServiceNow KCS**.
- Hands-on experience with **knowledge management frameworks** (KCS, ITIL, etc.).
- Strong analytical skills for **trend analysis, reporting, and governance**.
- Excellent communication and **training skills** to drive adoption.
- Experience working in **IT service management (ITSM) environments**.
- Familiarity with **network security operations** (preferred but not mandatory).
- Customer-oriented attitude with a focus on satisfaction.

Strong presentation and interpersonal communication skills.

Ability to mentor and coach team members effectively.
- Exceptional organizational, planning, and project management skills.
- Fluent in English (spoken and written).

Fluent in French (spoken and written) is a plus.

**Le plus de l'offre**:

- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards

**Entité**:
Global Delivery & Operations
- Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

**Contrat**:
CDI