Senior Analyst – Knowledge Management – The Reporting Hub (Knowledge Management)– Deloitte Support Services India Pvt. Ltd.

The Organization

Join our team of dedicated enabling area professionals in Deloitte US’ organization in India (USI) who support global teams. Although part of the wider Reporting Hub, the primary function of this role is to  manage the USI arm of the UK Central Business Services (CBS) Knowledge Management team,  supporting the UK geography of North & South Europe (NSE).

The ability to keep the knowledge articles up to date and of the right quality is of vital importance in delivering excellent business service and support. Knowledge management enables users to solve their unique business and personal needs for themselves, ensuring the UK firm can operate effectively on a day-to-day basis.

CBS in the UK receives support from the Extended Delivery Centre (EDC) in USI. It is expected for the Senior Analyst to be part of the team that provides oversight and support to keep Knowledge Articles (on a self-serve platform) across the UK Enabling Functions at the right level of quality and consistency to fulfil the business needs.

The USI Knowledge Management team sits within the Service Management capability of CBS.

The Senior Analyst will play a pivotal role in ensuring the success of the team. This is a critical and fast paced team which keeps in step with the evolving systems and processes that are changed to meet the needs of the business and the users within it so that we can deliver excellent service and support. This role requires a high degree of engagement with the UK team, knowledge authors and owners, effective teamwork, and ability to build strong relationships with stakeholders.

Work you’ll do:

• Lead by example:
  • Will be a point of contact to the UK team by participating actively in the daily calls.

o   Lead daily calls with the USI team to discuss & share any tasks / issues that have been raised by the UK team.

·       Providing guidance and support:

o   Assisting team members and article authors and/or owners with their tasks, providing answers to questions, and offering guidance for their success.

o   Acting as a mediator between the UK and USI teams.

o   Seeking and sharing clarity on tasks.

o   Monitoring and ensuring task quality.

·       Facilitating communication

o   Encourage effective communication within the USI team.

o   Receiving instructions from the UK KM team and communicating effectively with the USI team using agreed channels such as OneDrive/Teams.

o   Communicating with UK stakeholders as necessary, guided by the UK KM team, to resolve issues.

o   Ensure that information flows smoothly, and everyone concerned is kept informed.

·       Allocation of work and monitoring progress:

o   Ensuring fair allocation of workload.

o   Conducting daily reviews of priorities and task completion

o   Negotiate timelines with the UK KM team whenever needed.

o   Monitoring throughout the day to ensure tasks are on track and re-prioritizing if needed.

o   Monitoring quality standards of work being delivered by the team.

·       Reporting and documentation:

o   Ensuring accurate information is recorded, in-line with team documentation agreements. 

o   Working with UK colleagues to update Standard Operating Procedures for the USI team.

o   Providing Ad-Hoc ServiceNow reports to stakeholders as required.

o   Contributing to a monthly snapshot at the end of each month.

·       Continuously improving processes:

o   Identifying areas for improvement in USI team processes

o   Suggesting and supporting with implementing those changes to ensure that the team is working effectively and efficiently.

o   Utilizing AI technologies to assist with KM activities

• Supporting with Ad-hoc activities and tasks:
  • E.g., article uplifts and generation of Service Now report as required.
• Stakeholder management:
  • Engage article owners/authors as needed, using written or verbal communication,
  • Utilize assistive tools (such as PairD) to ensure e-mail communications are effective and efficient. 
• • Contribute to the successful operational management and BAU processes for knowledge management.

Work Location: India - Hyderabad  Timings: 2 PM to 11 PM

Qualifications

• Education:
  • Graduate  
• Interpersonal Skills:
  • Exceptional verbal and written communication skills in English.
  • Demonstrates initiative and maintains effectiveness under pressure with conflicting or imminent deadlines.
  • Goal-oriented with the ability to rapidly adjust to shifting business priorities.
  • Proficient in building relationships and introducing new ideas.
  • Detailed-oriented with strong ownership, decision-making, and execution skills.
  • Effective team player with experience in virtual team environments.
•  
• Professional Experience:
  • At least two years of experience in a professional services environment.
  • Entrepreneurial mindset characterized by a proactive and results-driven approach.
  • Skilled in identifying and defining client requirements.
  • Experience of knowledge management

• Technical Skills Levels:
  • Advanced proficiency in Microsoft Word and Outlook.
  • Intermediate proficiency in Microsoft Excel and PowerPoint.
  • Good proficiency with ServiceNow, particularly Service Operations Workspace (SOW) for managing day-to-day article tasks
• Desirable Skills:
  • Prior experience in professional services setting.
  • Familiarity with CRM tools.

How you’ll grow

At Deloitte, we’ve invested a great deal in creating a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities— including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, worldclass learning Center in the Hyderabad offices is an extension of the Deloitte University (DU) in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India

Benefits

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