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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Support the organization's vision and strategic direction by defining, managing, and monitoring processes to meet requirements for Information Systems (IS) services
- Showcase expertise as a key resource for knowledge processes to enhance organizational effectiveness
- Manage and transition global knowledge management processes to the ABB IS operating model, ensuring adherence to best practices and organizational standards
- Build and maintain a high-quality knowledge base to support self-help initiatives and reduce service desk dependency
- Monitor knowledge management effectiveness through usage metrics, self-help rates, and user experience assessments
- Foster collaboration with internal stakeholders and external suppliers for continuous access to both tacit and explicit knowledge
Requirements
What you’ll need- 7+ years of relevant IT service management experience, with at least 2 years specifically managing knowledge management initiatives
- Advanced expertise in ITIL, Lean methodologies, and service management frameworks, including knowledge management, incident, and problem management processes
- Strong passion for enhancing Consumer Experience and commitment to stakeholder engagement across internal domains and external suppliers
- Demonstrated leadership and communication skills with proven ability to manage diverse, global stakeholder landscapes
- Bachelor's degree in Computer Science or related field (Master's degree preferred)
- Proficiency in ITIL certification
- Fluent in English; additional language skills beneficial
Benefits
Comp & perks- Global career development opportunities within ABB's strategic IS function
- Exposure to cutting-edge knowledge management practices and service operation excellence
- Leadership opportunity to directly impact organizational productivity and employee satisfaction
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT service managementknowledge managementincident managementproblem managementITILLean methodologiesusage metricsself-help initiativesuser experience assessments
Soft Skills
leadershipcommunicationstakeholder engagementcollaborationorganizational effectiveness
Certifications
ITIL certification