Knowledge Manager and Chatbot Coach

Job Description

Come and join a thriving company and become part of a diverse global collective of free-thinkers, entrepreneurs and industry experts who are all driven to use technology to reimagine what’s possible. Capgemini. Get the future you want. Let’s talk about the role and responsibilities Manage the knowledge management approval flows, ensuring knowledge is not “held up” Work with the SD coaches to ensure SD engineers have the required knowledge artifacts to perform their roles Work closely with the quality and training lead to ensure user facing knowledge articles and training affidavits are of the required quality. Review knowledge usage and implement improvement which will increase the usage. Train the chatbot and continuously review the interactions to improve the chatbot relevancy and efficiency. Contribute to the creation of an inspiring, motivational team environment with an open communication culture. Let's talk about the team Our Cloud Infrastructure Services & Modern Work (CIS & MW) practice brings together the right technology, processes and culture to deliver business agility and cost reduction to our clients. We provide cloud focused client advisory and delivery services on areas such as hybrid cloud, workplace services, security, service desk and cloud service management/delivery. Capgemini has proven experience in building cloud strategies that have enabled our clients to adopt a cloud-first approach to achieving their business objectives. Our Cloud Infrastructure Services enable enterprises to overcome the barriers to cloud adoption and manage the real business risks. Let’s talk about your capability and experience Minimum 2, ideally 3+ years of experience within a service desk environment Minimum 1 year experience in working with the management of chatbots ITIL Foundations certified Essential Technical Knowledge Requirements Operating Systems Able to provide first level troubleshooting and problem analysis for all client operating systems. Capable of utilizing remote access software (e.g., Remote Desktop) to remotely control desktops. Understand how applications interact with hardware in order to provide first level troubleshooting and analysis. Understands data movement utilities and file permissions and can perform basic maintenance on file systems. Understands backup and restore processes. Security Understands requirements for physical and virtual security within a managed environment, including virus protection. Networking Can verify connectivity within a network, understands TCP/IP and name resolution, and is familiar with infrastructure services (e.g., DNS, DHCP). Essential Behavioral Skills Documentation: Able to create and maintain documentation for different audiences (e.g. SD and IT users) Communication Skills: Excellent communications skills, both verbal and written. Teamwork & Sharing: Participates in team discussions and activities and respects the opinions of other team members. Customer Service: Understands the importance of customer service and the impact it has on the overall customer contract sentiment. Decision Making: Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints and the availability of necessary information. Troubleshooting: Able to identify and resolve incidents in a methodical and logical manner. Data Analysis: Ability to analyze data to identify trends and insights. About Capgemini At Capgemini, we are more than just a business, we are a diverse global collective of strategic and technological experts who are passionate about finding ways technology can help our clients, our people, and our communities get the future they want. Our Commitment to Diversity & Inclusion Don’t meet every single requirement for this role? Studies have shown women and people from diverse minority backgrounds are less likely to apply to jobs unless they meet every single requirement. At Capgemini, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply and tell us what you can bring to the role. We strive to ensure you feel respected, informed and valued through our recruitment process. If your experience falls short of this, we welcome your suggestions for improvement via our Contact Us page on our website. #J-18808-Ljbffr