New job Process Documentation and Knowledge Management Analyst in Uttar Pradesh

Process Documentation and Knowledge Management Analyst

Process Documentation and Knowledge Management Analyst

Company : British Council
Salary : Details not provided
Location : Uttar Pradesh

Full Description

Date: 17-Jul-2021

Location: Noida, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Process Documentation and Knowledge Management Analyst (IELTS/Digital Exams)

Purpose of job:
The primary responsibility of the Knowledge Management analyst will be to develop articles and operational guidelines along with introducing techniques and procedures for organizing, locating, and enabling access to relevant knowledge articles.
The Knowledge management analyst will also be responsible to document the business processes/SOPs and workflows for the processes and will be responsible for compliances with respect to knowledge record retention/archival/deletion.

Accountabilities, responsibilities and main duties:
  • Acts as a documentation and KM expert for the process.
  • Shall use MS Visio/MS excel/MS word/ MS PPT in writing knowledge articles for processes (Both Front/Back office).
  • Is an expert in developing operational guidelines and step by step work plans for operational and customer service processes.
  • Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices.
  • Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits.
  • Train the staff members on knowledge management tool, articles and practices and ensure effective implementation of knowledge management across delivery functions unit.
  • Encourage the staff and workers to share knowledge effectively and efficiently.
  • Interact with internal process owners to understand work functions and processes and gather information
  • Develop materials to document end-to-end process flows.
  • Maintain Master Document Control Listing and ensure compliance with documentation procedures.
  • Ensure all the Process Documents and Process Maps are uploaded in the process repository
  • Design the process documents based on requirements of ISO9001:2015.
  • Ensure appropriate processes and guidelines are established and implemented with respect to knowledge record retention/archival/deletion.
  • Work closely with Audit teams and ensure compliances with respect to documentation requirement of the processes.
Information Security and other mandatory compliances:
  • Read, understand and comply with the information security policies.
  • Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.
  • Ensure compliances to Organisational policies like code of conduct, IT policy etc.
Context and Environment

  • Process with 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday.
  • The role is required to work in team and reporting to the Process Manager.
  • The overall process size is approximately 150 resources.
  • Operations in three shifts.
  • This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.
  • The placement for this role is based on a comprehensive certification process and clearance of Background checks.
  • Process Analyst will be responsible for creating process documents and process map which meet the requirements of various audits conducted time to time. The delivery wise processes should be aligned and integrated with each other to provide consistence at organisational level.

Role Requirements:

Threshold requirements:

Passport requirements/ Right to work in country
Applicants must have the legal right to work in the country where they are residence. Applicant should be able to travel outside their country of residence and secure visa where required at short notice
IELTS Certification for Band evaluation
The selected candidate shall be required to appear for IELTS exam certification for language skills test within 45 days of joining. The candidate must get minimum 7.0 Band in the overall evaluation for confirmation of probation period.
Employment Criteria
The position holder would be required to work in shifts (24*7), 5 days in a week and 220 days in a year.
Should own a laptop having a genuine window 10 and above operating system.

Role Specific Knowledge & Experience

Minimum / essential
  • Minimum 5-8 years of work experience as a process documentation expert/knowledge analyst.
  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification - communication skills will also be judged in the voice and accent assessment round.
  • Applicant shall have experience of getting an organisation certified to ISO 9001:2015 and have experience in documenting procedures on service management principles
  • Subject matter expert with MS Office and MS Visio
  • British Council Core Values and Behaviours to be judged.

  • Demonstrable experience of working as part of a dispersed team to deliver a service
  • Demonstrable experience of reacting positively to change

Assessment Stage
English Language and Voice Accent test

Role Specific Skills (if any)

  • Able to simultaneously manage tasks for multiple processes
  • Ability to adapt quickly to different IT systems
  • Be proficient with Microsoft office, especially excel and outlook
  • Have great interpersonal and communication skills
  • Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
  • Motivated self-starter who must be eager to learn and develop as the role expands
Information Security
  • Ensure that their workforce are aware of the information security policies and comply with them
  • Ensures that the team complies to ISO 27001 and IGA related requirements
  • Send account opening requests effectively
  • Disable accounts immediately for leavers and Absconders /on long leaves
  • Document and monitor / review access levels of his/her team
  • Provide security awareness and education to team
  • Manage Records to ensure compliance to Freedom of information act
  • Ensure incidents of their respective functions are closed within SLAs

Minimum / essential
  • Graduation or equivalent (Minimum 60%)
  • ISO 9001 certified (Lead implementor or lead auditor)

Distinction in English
IELTS Band Score =>7

Further Information
Pay Band – 6
Contract Type – FTC till 31-Mar-23
Location – Noida- India
Department/Country- IELTS Online /BCMS India
Requirements - Must have current right to work in India
Closing Date – Monday 2 August (23:59 IST)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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