Knowledge Manager

Knowledge Manager, Support Management Unit, IT Service Desk, IKEA IT Delivery

The IKEA IT Delivery Helpdesk provides IT Support to all IKEA co-workers globally in cooperation with the Country IT co-workers. Helpdesk has around 250 co-workers divided into 9 locations in four time zones. We provide support in 24x7 hours and in multiple languages. Currently we work and are organised in ?business functions?, i.e. Retail/ Supporting/ Range & Supply. This is now about to change and early January 2015; we started to implement a new organisation to better meet the increasing demands from IKEA for IT Support.

By June 1st, all Support Managers, Incident Managers, Problem Managers and two new roles called Support Implementer and Knowledge Manager, will be organised in one unit; Support Management.. This is to increase focus on delivery from the service dimension and to secure common and efficient ways of working. The unit will be located at the sites where we today have Service Management, Wallau, Dortmund, Älmhult and Helsingborg. This unit works cross-functional and is part of the Service Management Organisation and acts on behalf of Service Manager/Service Owner in close cooperation with the IT support groups.

The process of Knowledge Management (KM) coordinates how knowledge is applied to support the business by ensuring a common approach to how we create, consume and manage our service related knowledge within IKEA IT Delivery. We use Knowledge Management to create higher efficiency within IKEA IT Delivery and for the benefit of the end-users.

The Knowledge Manager is responsible for the KM process performance for a number of services . He/she enables the IKEA IT Delivery organisation to support the end user in the best way possible. Cooperation with relevant stakeholders within the service areas and sourced partners is crucial to be able to provide Knowledge. The role strives for achieving knowledge that is fit for purpose, usable and easy to find.

? Develop and monitor how IKEA IT Delivery Service Desk works with knowledge for a number of services, find gaps and take actions to close those.
? The Knowledge Manager is responsible to take lead in handling knowledge actions for a number of services

To be successful in this position you need to have a passion for knowledge! You have the ability to take lead, to think and act with a global perspective.
? you are open to cultural differences and see them as a resource. It is crucial that you are good in creating and keeping good relations and that you are goal and result oriented. You have the ability to express opinions, information and key points of an argument clearly. You also have the ability to clarify, inspire and motivate others, creating meaning, commitment and togetherness.
? You prepare and offer training opportunities, facilitate meetings and have a coaching approach to co-workers and teams. You enjoy analysing data and information to find areas of improvements.

For more information about the position, please visit www.ikea.se or contact Global Helpdesk Manager Anders Davidsson +46 (0) 732 321530. If you have any questions about the recruitment process you are welcome to contact IKEA HR Service Centre 0476-58 75 00.