- Have a thorough understanding of the process he/she is assigned to.
- Have a good understanding of the ticketing tool/CRM application.
- Have a good understanding of the supporting applications like the Knowledge-base.
- Know who are the stakeholders for that account so that they can be contacted for information.
- Have a good analytical mind in order to analyze data and look for trends.
- Have a good understanding of MS Excel (pivot tables,graphs, data filters etc.)
- Have a good understanding of the fundamentals of Project Management. (every activity in Knowledge Management is treated as a Project and has a specific start-date and a specific end-date.)
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