Job opening for Knowledge Management Specialist (Global / IMEA ) with a US MNC in Pune

The client is an US MNC Conglomerate and is second largest Chemicals & Polymer manufacturers in the world. With annual sales of $49 billion, it serves customers in countries & a wide range of markets. Present Head count is exceeding, employees with Global fortune Ranking is 40. It is in the process of setting up a world class Research & Development facility near Pune to develop cutting edge technologies.

Position: Knowledge Management Specialists (Global / IMEA)

Purpose of this job:

• The Knowledge Management specialist role exists to proactively support the Global Customer Technical Service Centre (CTSC) for Performance Chemicals and Plastics businesses in several defined areas of Knowledge Management and customer Technical Support work processes.
• The successful candidate will work closely with the Global Knowledge Management Leader to review, analyze, improve and standardize operational procedures and the various databases and systems used to support information & knowledge flow within the CTSC and between the CTSC and its key partners.
• These partners include global customers and distributors, the Technical Service and Development arm of R&D, sales, customer service groups, Environmental Health and Safety and first level customer support organization – the Customer Information Group (CIG). This person will be a champion for change – driving continuous improvements - and be a facilitator of best practices.

Processes of the CTSC include:

• Capture, manage and deliver technical information which can be used to provide technical support to internal partners and external customers.
• Convert responses to customer inquiries into reusable “knowledge objects” which can be retrieved easily by end-users via Self Service capabilities, to provide service capabilities at lower overall cost
• Prioritize incoming inquiries according to Customer Classifications defined by the Marketing function.
• Ensure incoming and outgoing information is routed effectively and quickly with appropriate consideration of confidentiality and value

Data sources and IT tools used by the CTSC:

• Customer Relationship Management tool: “Integrated Desk Top” or IDT (Siebel)
• Various external facing Self Service resources:
• Internet – various business web sites
• Online Knowledge Base - “Answer Centre”
• Distribution Support / Development Support (“Branded” portals for direct customers and distribution partners).
• Product data bases:
• Plastics Global Product Listing (GPL) – a searchable Intranet data repository
• Plastics Customer Interface Product Database (CIPD) and an external vendor hosted database integrated into the Internet and Intranet sites
• Business reporting tools (SAP data warehouse reporting tools such as Business Objects and Powerplay)
• Project management and other specific reporting tools

Requirements:

• Graduate in Polymers / Chemical Engineering / Chemistry or Engineering based subject areas are acceptable.
• Professional qualification in Information Technology with industrial experience in a Chemical / Plastics / Engineering field is also highly acceptable.
• At least three to five years experience in an International company, with experience working with remote groups and teams across international boundaries, cultures and languages is highly desirable. Work or study experience abroad (Europe, North America) is also beneficial.
• Prior experience in Technical / Customer support is beneficial but not essential. Experience of working in functions or departments which have interacted with customer service is sufficient. Experience or familiarity with ERP systems (such as SAP) and commercial transaction processes (order handling) is also beneficial but not essential.
• The successful candidate will have experience of knowledge management work processes & systems, be highly proficient in all standard Office software, reasonably proficient and familiar with relational databases and internet technologies – although actual programming skills are not needed and will not be used directly in this job context other than as experience to help direct and manage projects. (However, proficiency with Excel formulas, macros and basic Access use are important).

Key Responsibilities:

• Work closely with the global CTSC Knowledge Management leader on implementation of the KM projects which align to CTSC and R&D objectives
• Identify unmet needs in the CTSC work processes and develop solutions to increase organizational effectiveness and performance of CTSC people.
• Measure profit generation or cost savings of all improvements resulting from projects (demonstrate the value of the work).
• Document all procedures and policies associated with projects and make available on the CTSC Intranet site.
• Manage relationships, contracts and work process with external vendors used for product data management.
• Lead a Project to generate Plastics Technical Data sheets dynamically from the material property database and integrate them into related business web sites.
• Manage the flow of technical information to Business Communications for development of product literature and information delivery via the business internet web sites.
• Manage the Plastics Global Product Listing application, work with users to identify system enhancements, prioritize with the KM leader and lead the improvement projects to completion.
• Lead the identification & evaluation of opportunities to leverage the property database systems to other businesses supported by the CTSC.
• Manage the process for delivery of technical information to Business Communications for Internet Portals - Distribution Support and Development Support
• With the Global KM leader, serve as advisor and “go to” person on all KM issues within Global CTSC.

Other details:

• The individual will be based at R&D center in Pune, India. Occasional travel to Europe, Pacific and North America may be required. The candidate will initially spend several months on training assignments in Europe and North America to learn the work processes, tools and become familiar with the CTSC organization, the company and to establish key personal contacts.
• The candidate must be well organized and able to work independently of close supervision, but also maintain regular contact and communication with colleagues and supervisors in remote locations, as and when required by project and work requirements. The candidate should be creative and thorough, take personal initiative but must be a team player and an open and willing communicator.
• The candidate should be fluent in English and have excellent verbal and written communication skills in English and be able to demonstrate an ability to write formal documentation.

Goals / Competencies:

• Implement an automated process to import product data from master product data system into a business database application, and thereby reduce manual maintenance time
• Implement the automation of global Plastics business Technical Data Sheet generation in collaboration with external database host / vendor, and thereby reduce maintenance time needed for managing Tech data sheets
• Develop and implement a system for generating automated quarterly Product Quality reports (from data warehousing environment) and make them available on the intranet so they are accessible by global CTSC employees.
• Develop an implementation and resource plan for leveraging the existing product databases to other businesses which are supported by the global CTSC. Leverage to and complete the initial launch to one other business before the end of 2008.
• Meet all site R&D Safety and Personal development goals.

APPLY: If interested, send your latest resume immediately to heads2you at vsnl dot net along with following details. DO NOT FORGET to mention the Position applied, Present location, Skill sets & Current salary in the subject line while replying.

• Current Location
• Total Experience (In Years)
• Relevant experience (In Years)
• Current Cost To Company (Current CTC)
• Expected Cost To Company (Expected CTC)
• Minimum period required for Joining
• Contact Details, Residence & Mobile No.