Knowledge Management Support Specialist
We are looking for a Knowledge Management Support Specialist to establish and maintain support processes by gathering knowledge, creating detailed documentation and ensuring the Global Service Desk operates with up-to-date instructions and educational programs.
Responsibilities
- Gather knowledge from different sources required for establishing and maintaining the support process
- Create detailed instructions for Global Service Desk operators from scratch
- Update Global Service Desk / Client's Knowledge Base and keep instructions up-to-date
- Identify gaps in the current processes and suggest improvements and updates to them
- Share knowledge and information within the department and the whole organization
- Check Global Service Desk operators' knowledge of new and updated support processes
- Communicate with L2 / L3 specialists
- Create and update educational programs for Global Service Desk operators
Requirements
- Background in support, as a Technical Writer or BA would be of great advantage
- Proficiency in English at B2+ level and higher
- Excellent verbal and written communication skills
- Capability to remain stress-resistant and cool-headed in tough situations
- Competency in handling and structuring high volumes of information
- Skills in analytical thinking and identifying dependencies and inconsistencies in processes
- Strong problem-solving and research skills
- Advanced troubleshooting and multitasking skills
- Capability to work in a team and think as a team
- Motivated, organized and responsible with quick learning ability and attention to detail
Nice to have
- Proficiency in Russian at B2+ level and higher
Benefits
We connect like-minded people
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
We invest in your growth
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to EPAM's internal learning database
- Free English classes with certified teachers
We cover it all
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Four trust days per year for personal needs
- Discounts for fitness clubs
- Benefits package (hotels, restaurants, stores and services)
We connect like-minded people
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
We invest in your growth
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to EPAM's internal learning database
- Free English classes with certified teachers
We cover it all
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Comprehensive medical & family care package
- Five trust days per year (sick leave without a medical certificate)
- Benefits package (sports activities, a variety of stores and services)
We connect like-minded people:
- Delivering innovative solutions to industry leaders, making a global impact
- Enjoyable working environment, whether it is the vibrant office or the comfort of your own home
- Opportunity to work abroad for up to two months per year
- Relocation opportunities within our offices in 55+ countries
- Corporate and social events
We invest in your growth:
- Leadership development, career advising, soft skills and well-being programs
- Certifications, including GCP, Azure and AWS
- Unlimited access to EPAM's internal learning database
- Free English classes with certified teachers
- Discounts in local language schools, including online courses for the Kazakh language
We cover it all:
- Participation in the Employee Stock Purchase Plan
- Monetary bonuses for engaging in the referral program
- Medical & family care package
- Six trust days per year (sick leave without a medical certificate)
- Coverage of psychology sessions of your choice
- Benefits package (sports activities, a variety of stores and services)
- Housing support program: preferential mortgage access via Otbasy Bank partnership