Knowledge Curation-Knowledge Disseminator

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers. 

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Business Area Description: The Lenovo Service Desk serves as a Single Point of Contact (SPOC) and delivers comprehensive IT support to Customer’s end users. Integrated with our customer’s IT functions and processes, Lenovo Service Desk performs end to end Incident and Request management on behalf of our customers. 

Key Objectives of Position

The Quality & Curation area aims to ensure operational excellence, service quality, and continuous knowledge management within the Service Desk ecosystem, serving as a strategic pillar for improving the user experience, evolving processes, increasing resolution rates, and ensuring compliance with ITIL standards and contractual indicators.

The area is responsible for ensuring that processes, procedures, knowledge articles, training materials, and operational practices are updated, standardized, audited, and disseminated across all service lines, promoting a consistent operation focused on continuous improvement.

Day-To-Day Tasks

• Knowledge Base Management

• Create new knowledge articles (KBs) based on solutions identified by the operation.

• Update technical procedures, FAQs, and manuals.

• Review existing content to ensure adherence to current processes.

• Correct articles with low usefulness ratings.

• Remove duplicate, obsolete, or inconsistent content.

• Technically validate procedures before publication.

• Knowledge Dissemination

• Communicate process changes to support teams.

• Lead alignment and knowledge transfer sessions.

• Prepare training and refresher materials.

• Share new procedures, scripts, and operational guidance.

• Support onboarding for new analysts.

• Operational Support

• Answer analysts’ questions about procedures and workflows.

• Identify knowledge gaps reported by the operation.

• Support teams in finding solutions for undocumented incidents.

• Transform solutions identified by specialists into reusable articles.

• Ensure knowledge is available to all support levels.

• Content Curation

• Respond to user comments on knowledge base articles.

• Review article and catalog item categorization.

• Update metatags and keywords to improve searchability.

• Test links, workflows, and navigation within the knowledge portal.

• Conduct periodic audits of the knowledge base.

• Support for Generative AI and Chatbots

• Validate content used by virtual assistants.

• Review prompts and AI-generated responses.

• Adjust chatbot conversational flows.

• Identify automation and self-service opportunities.

• Monitor the accuracy of automated responses.

• Analysis and Continuous Improvement

• Monitor article usage indicators.

• Evaluate articles with low success or approval rates.

• Identify recurring topics in tickets to create new content.

• Participate in root cause analysis for recurring incidents.

• Propose process improvements based on operational data.

• Participation in Changes

• Participate in Change Management meetings.

• Prepare documentation for new systems, processes, and features.

• Create implementation, rollback, and contingency procedures.

• Update the knowledge base before production deployments.

• Metrics Tracking

• Track article usefulness.

• Monitor SLA for KB updates.

• Measure the knowledge base’s impact on FCR and CSAT.

• Prepare reports on knowledge base usage and effectiveness.

• Present results and action plans to operations management.

Key Competencies Needed:

• 1. Knowledge Management

• Creation, structuring, and maintenance of knowledge bases.

• Management of the knowledge article lifecycle.

• Curation of technical and functional content.

• Documentation of processes, procedures, and operational workflows.

• Organization and classification of information.

• 2. ITIL Knowledge

• Knowledge Management.

• Incident Management.

• Problem Management.

• Change Management.

• Service Request Management.

• Continual Service Improvement (CSI).

• 3. Communication and Writing

• Excellent written communication.

• Ability to write clear and objective procedures.

• Translation of technical content into simple language.

• UX writing techniques.

• Development of training materials, FAQs, and communications.

• 4. Technical Service Desk Knowledge

• Understanding of N1, N2, and N3 support processes.

• Knowledge of ITSM tools such as ServiceNow, Jira Service Management, etc.

• Knowledge of Microsoft 365, Windows, macOS, Linux, mobile devices, and network environments.

• Ability to understand technical solutions and document them appropriately.

• 5. Analysis and Continuous Improvement

• Analytical capability.

• Identification of knowledge gaps.

• Analysis of knowledge base usage metrics.

• Identification of opportunities to reduce tickets.

• Mapping of recurring causes and automation opportunities.

• 6. Training and Dissemination

• Instructional ability for team training.

• Facilitation of workshops and knowledge sessions.

• Knowledge transfer across areas.

• Planning of training and refresher actions.

• 7. AI and Automation Knowledge

• Curation for Generative AI.

• Prompt creation and validation.

• Content structuring for chatbots.

• Basic understanding of automation and self-service.

• Knowledge of Digital Employee Experience (DEX).

• Behavioral Competencies (Soft Skills) Essential

• Clear and objective communication.

• Organization.

• Proactivity.

• Analytical thinking.

• Attention to detail.

• Sense of urgency.

• Teamwork.

• Ability to influence without formal authority.

• Adaptability to change.

• Differentiators

• Educator/instructor profile.

• User experience perspective (Customer Experience).

• Continuous improvement mindset.

• Ability to work with different business areas.

• Curiosity and continuous learning.

• Ability to simplify complex topics.

Key Performance Indicators (KPIs):

• SLA for responding to article comments.

• Correction of articles with low usefulness.

• Article review and validation.

• Knowledge base usage.

• Article success rate.

• Creation of new knowledge content.

• Average publication time.

• Knowledge base coverage.

• Reduction of escalations.

• Training coverage.

• Training effectiveness.

• Adoption of new procedures.

Candidate Pre-Requisites 

Previous Experience and Qualifications

• 1 to 2 years of experience working with knowledge bases.
• Experience working with data management, reporting frameworks, and performance analysis.
• Diploma or degree in an IT- or business-related discipline.
• ITIL Foundation certification preferred.