Years of experience: 14

Call CenterCustomer Support RepresentativeSupport SpecialistITTranslatorInterpretation Specialist

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Jaime's Career Path
Knowledge ManagerSep. 2021 -
Dec. 2021
NTT DATAKnowledge Manager
Mexico City, MexicoContributed to consolidating knowledge from various areas into a central location for a North American financial institution. Gained proficiency in Confluence and Data Governance.
Knowledge ManagerJan. 2021 -
Present
HCLTechKnowledge Manager
Jalisco, MexicoCollaborated with Knowledge Managers, Product Owners, and Service Desk SMEs to define Knowledge Management strategy. Implemented agile methodologies and conducted regular sessions with clients and partners for continuous improvement. Adhered to ITIL 4 standards and participated in ServiceNow upgrades and feature testing. Measured KPIs and defined SLOs for processes, optimizing article findabi...
Knowledge ManagerNov. 2019 -
Jun. 2023
SONDAKnowledge Manager
Mexico City Area, MexicoProduced technical documentation following KCS standards and led a team of over 60 people for an international client. Managed manual and automated creation/modification of articles and facilitated communication with SMEs and clients. Streamlined large manual conversion into digestible knowledge pieces and occasionally served as a Transition Manager for new clients.

Jaime's Posts

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    How I can help you

    I enhance organizational knowledge by ensuring it's clean, accessible, and current. Specializing in ServiceNow, I streamline article lifecycles and solve problems with automation. I build dashboards for managers to improve decision-making, reducing manual tasks and optimizing knowledge utility.

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    People I am looking for

    Looking for clients like USAA, Citi Group, and Scotiabank. I aim to collaborate with those valuing knowledge management, process improvement, and automation.

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    Experience & Cases

    Achievements: - USAA: Improved article lifecycle and dashboards. - Citigroup: Standardized knowledge processes. - Scotiabank: Enhanced knowledge base structure. Open to connect for knowledge optimization.

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    How to contact

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