GROUP BNP PARIBAS
BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.
Spain IT Production
Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality. IT Production organisation includes Infrastructure services, Telecom & Workspace, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity). In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.
ABOUT THE JOB
MISSION
In this critical role on SITP EMEA Telecom & Workspace Service Office, you will lead and contribute to the delivery of the needed knowledge to allow support teams in scope to operate according to operating model strategy.
The mission of the Global Knowledge Manager is to facilitate the creation, sharing, and leveraging of knowledge databases across operations teams.
This role collaborates on the design and supports the process, including quality control review, and manages and evolves knowledge data bases to make content available and “findable”, sets security levels and directs people to find content for supporting our end users in their business activities.
As part of the Service Office, mission will include also contributing with related-to-knowledge activities required from other areas and projects of the area.
RESPONSIBILITIES
The Global Knowledge Manager will be responsible for the success of the knowledge management (KM) framework implemented across operations and will drive continuous improvement of this framework in collaboration with key stakeholders and the KM team members.
Main responsibilities:
- Build, manage, and set the direction of the Knowledge Management Framework and knowledge management roles in coordination with Group directions & strategy.
- Identify and design tool improvements and ensure they are successfully implemented.
- Create, capture, organize, and assess knowledge assets for support teams use.
- Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.
- Support the development and implementation of training on KM processes and tooling.
- Coordinate and support Operations Knowledge Managers activities.
- Managing the design, development and delivery of knowledge management solutions.
- Acting as the organisation’s expert on knowledge management, providing expert advice and support to the business, and ensuring that the strategic contribution that knowledge makes to the organisation is understood.
REQUIREMENTS
- Bachelor in Computer Science or equivalent.
- Knowledge in process related practices.
- ITIL Foundation certificate
- Experience
- 3+ years of experience in designing, implementing and managing Knowledge Management Process, ideally in the technology industry or within technical groups within a large, global organization.
- Experience in data base management of technical knowledge
- Experience in other roles in Service Desk [Desirable]
- Spanish: Fluent
- English: Fluent
- French: Desired
SKILLS
- Knowledge Management Process
- Knowledge Management sharing tools
- Mandatory: ServiceNow IT Service Management, including Knowledge and Reporting modules.
- Desirable: Other Knowledge database management tools
- ITIL
- Process Oriented
Desirable:
- Microsoft Power BI
- Artificial Intelligence
- SharePoint
- Good interpersonal and communication skills, to gather information from and for people
- Organization Skills
- Ability to synthetize / Simplify
- Capacity for teamwork
- Autonomy
- Leadership
BENEFITS
• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
• Flexible compensation plan.
• Hybrid telecommuting model (50%).
• 31 vacation days.
Diversity and inclusion commitment
BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.
