Ideally, experience with AI-supported systems, retrieval architectures, or ITSM platforms, and a good sense of how to combine technological capabilities with operational excellence - To achieve this, you ensure that knowledge is not lost, but becomes structured, accessible, usable, and scalable – across teams, countries, and systems. * Responsibility for our knowledge management system, from selection and configuration through rollout and sustainable adoption in the relevant teams * Ensuring that resolved support cases are systematically translated into knowledge articles, decision trees, and runbooks, making them available as reusable standards * Introduction of new ways of working in support, delivery, and engineering teams through suitable onboarding and training formats, as well as clearly defined accountabilities * An excellent academic background, preferably from a leading university, ideally ...
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