Lava International - Knowledge Management Analyst

Key Responsibilities :

1. Manage Knowledge Portal of Lava :

a. To collate, develop and cascade the correct information of New model launch, software release, SOP release to service/field.

b. To cascade information on new processes, changes in old processes through Email.

c. Send alerts through SMS/KM tool.

d. Design a process to drive Best Practices replication for field teams and partners.

2. Conduct Knowledge assessments :

a. To prepare and rollout the assessments of field team and ASP's of the knowledge articles published.

3. Reporting and MIS :

a. Flashing assessment reports

b. Publish read rate report to all stakeholders

4. Initiate new Improvements/development in KM

a. To initiate and follow up the new developments and improvements in KM with the vendor

b. Coordinating with IT team & 3rd Party Vendor for improvements and New Projects

c. Prepare surveys and collect ASP/Field Team feedback after services provided to enhance the process

d. Process education drive to ensure that correct process is adhered at field

5. Manage Directors- Escalation :

a. Handle Director's escalation of LAVA & XOLO

b. Root Cause analysis of the cases

c. Internal Process Correction

Desired Skills & Competencies :

a. People Management Skills

b. Highly analytical skills

c. Excellent communication skills; both verbal and written

d. Have leadership skills

e. Have interpersonal skills