Descripción de la oferta
At Lognext we have been accompanying companies and teams for more than 18 years to identify and implement the technology necessary to advance, making their challenges and objectives our own and getting closer to their reality. Therefore, being a NEXTER means that your career and talent become meaningful to you and those around you, allowing you to build what matters most to you and reach your next level. We are looking for an IA Service Desk to join our team for a multinational leader in the IT services sector. Key Responsibilities: Audit and validate Knowledge Base article drafts submitted by Level 1 support agents, ensuring accuracy, quality and compliance with the global Knowledge Management Framework. Determine the appropriate destination for each piece of information, publishing complex, sensitive or internal technical content in ServiceNow and simplified end-user content in SharePoint. Analyze MIA conversation logs to identify incorrect or missing responses and connect each failure to a specific documentation gap. Rewrite and restructure SharePoint articles to make them easier for the AI Assistant to interpret and retrieve accurately. Create new knowledge content to close identified gaps and prevent the AI Assistant from repeating the same errors. Maintain synchronized documentation across 24 countries, incorporating local requirements while avoiding duplicated or redundant content. Collaborate with different business lines to ensure technical documentation accurately reflects the supported products and services. Review, archive and remove obsolete information to prevent knowledge pollution and reduce AI hallucinations. Skills: Essential: Experience in Knowledge Management, technical documentation governance and knowledge base curation. Hands-on experience managing and optimizing SharePoint-based knowledge content. Experience using ServiceNow for technical or internal support documentation. Ability to analyze AI conversation logs, identify response gaps and translate findings into documentation improvements. Strong analytical skills, attention to detail and autonomy in content validation and publishing decisions. Ability to collaborate with international teams and multiple business lines. Desirable: Experience working with Level 1 service desk or technical support teams. Experience managing knowledge content across multiple countries or regions. Experience optimizing documentation for AI-powered search or virtual assistant solutions. Job Conditions & Benefits: Permanent contract. Work Mode: Remote. Competitive salary. Remote work assistance. Professional Development: Access to an annual budget dedicated to advancing your skills through professional certifications. Join our expert team, where creativity, commitment and the ability to bring new perspectives are essential to make a difference in a world full of opportunities.
