Responsibilities
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
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Team Introduction
We are the IT online support team of ByteDance, and we call it IT On Call. As a portal for IT, we provide 24 x 7 online services for all ByteDance employees, including laptops, network, system support, etc. We strive to provide satisfactory solutions for users and make IT services warmer.
Job Profile
We are seeking a detail-oriented process & knowledge manager to oversee and manage the IT On Call processes and knowledge to ensure efficiency, productivity, and quality.
Responsibilities
- Act as the point of contact representing IT On Call in the EMEA region
- Build/update processes and SOP documents to ensure support work is performed in an expected and standardized manner
- Evaluate the efficiency and costs of established processes, identify gaps, develop improvement strategies, and facilitate changes
- Develop and implement knowledge management policies and procedures to govern the creation, validation, and updating of knowledge assets
- Participate in knowledge article writing, updates and reviews
- Facilitate knowledge-sharing sessions and training programs, promote a culture of knowledge-sharing and learning within the organization
- Stay updated with industry best practices and emerging trends in process and knowledge management, continuously refining strategies and approaches
Qualifications
- 5+ years of relevant work experience in IT support field
- Excellent interpersonal and communication (both verbal and written) skills
- Strong problem-solving and analytical skills with a solution-oriented approach
- Proven track record of driving process and knowledge management improvements
- Team player with a collaborative mindset, able to consider the "big picture" during decision-making process
- Familiar with ITIL and at least one ITSM tool, ITIL certification, and project management experience is a plus
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.