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Nasdaq
Knowledge Management Administration Specialist
Join Nasdaq as a Knowledge Management Administration Specialist in Vilnius. Optimize ServiceNow systems, enhance knowledge sharing, and improve customer support. Salary: €3000-€3500. Benefits include bonuses, stock options, and flexible work.
Direct Hire
Entry Level
ServiceNow Role Type:
Business Process Analyst
ServiceNow Modules:
Knowledge Management
Customer Service Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - Human Resources
Certified Implementation Specialist - Customer Service Management
Job description
Posted on:
February 6, 2025
Knowledge Management Administration Specialist will play a critical role in managing and optimizing ServiceNow Knowledge Management system to ensure efficient knowledge sharing and accessibility across the organization. The ideal candidate will have a strong background in knowledge management, process improvement, and customer support operations.
Requirements
- Create, maintain, and update knowledge base articles to ensure they are accurate, relevant, and easily accessible.
- Develop and implement guidelines for knowledge articles to maintain consistency and quality across the entire Knowledge Management governance lifecycle.
- Develop knowledge base adoption practices and the overall framework for the management of the knowledge lifecycle
- Monitor the usage and performance of the knowledge bases, generating reports and analytics to identify areas for improvement.
- Work closely with stakeholders at all levels to gather and incorporate feedback.
- Review customer support processes and workflows to identify bottlenecks, inefficiencies, and opportunities for improvement.
- Recommend and implement process improvements to enhance efficiency and effectiveness.
- Identify trends, patterns, and insights to support data-driven decision-making.
- Collaborate with Customer Support teams to understand their needs and challenges.
- Develop and implement strategies to improve customer satisfaction.
- Monitor and evaluate the impact of implemented changes on Customer Support operations.
Benefits
- Monthly base salary from 3000 EUR to 3500 EUR gross.
- Annual monetary bonus
- An opportunity to become a Nasdaq shareholder
- Employee Stock Purchase Program Nasdaq stocks with a discount
- III pillar pension plan with additional contribution from Nasdaq
- Flexible health insurance program
- Flexible working schedule and hybrid way of work
- Additional paid leave days after 2 years of working at Nasdaq
- Flex day program (up to 6 days a year)
- Internal mentorship program – get a mentor or become one
- Wide selection of online learning resources, e.g., Udemy
Requirements Summary
Bachelor’s degree or equivalent experience in Business Administration, Information Technology, or a related field. Proven experience as a Knowledge Manager, Process Excellence Analyst, or similar role in a customer support environment. Proficiency in ServiceNow Knowledge and Report/Data Administration Management, including configuration, customization, and maintenance
