Assignment Description
We are seeking a KCS (Knowledge-Centered Service) Consultant to develop and implement a structured process for onsite IT and desktop support within an established KCS framework. A key aspect of this role is driving change management and securing stakeholder engagement throughout the transition. To ensure the new approach aligns with real operational needs, you will conduct onsite visits to multiple locations in Denmark, gathering insights through meetings, observations, and interviews.
Your responsibilities include formulating a strategy that integrates smoothly with existing workflows, designing an effective knowledge management process for onsite support, and refining tools to facilitate its adoption. Additionally, you will develop comprehensive training materials to support knowledge transfer and ensure teams are well-prepared to implement the new processes. Long-term success will depend on defining measurable performance indicators and incorporating them into existing governance structures. As part of this role, you will take ownership of the overall strategy, oversee its seamless integration with current operations, and lead its execution to enhance knowledge management across all support levels.
Required Qualifications:
- Extensive experience working with knowledge management tools and platforms.
- Deep understanding of best practices in knowledge management and how they apply to IT service environments.
- KCS Practices v6 Certification, ensuring proficiency in successfully implementing and scaling KCS frameworks.
