Global Knowledge Management Process Specialist
Company: Tech Providers Inc.
Posted on: March 18, 2023
Advanced Communication Skills
IT Service Management
We are seeking an experienced and dynamic candidate to join our team as a Knowledge Management (KM) Process Support Specialist. In this role, you will help build strong relationships with business teams and driving adoption of KM best practices. You will help to raise awareness and understanding of the benefits and importance of knowledge sharing and align KM initiatives with business priorities and goals. Excellent communication skills are essential as you will be responsible for supporting training and governance activities keeping teams informed about KM initiatives and opportunities for continuous improvement. This is an exciting opportunity to join a great company and make a real impact in driving KM adoption and governance across the organization.
Complete understanding of tool functionality, process, data, and governance.
Execute monthly and ad hoc reports to monitor knowledge health, promoting transparency and proactive article and feedback management among stakeholders.
Utilize the KM dashboards and reports, coordinating with data analytics team to refine metrics and capture data in support of business goals, knowledge health and governance processes.
Analyze the usage levels/patterns, quality and alignment with processes, and coordinates activities to respond to trends, and address gaps and support development of new features and functionality.
Help to maintain accurate internal and stakeholder self-help documentation.
Help to drive engagement and training for KM processes among Authors, Service Desk and Contact Center stakeholders.
Provide constructive feedback and course corrections to support article creation and maintenance processes.
Help to triage issues reported by users and takes prompt, appropriate action toward resolution or escalation, as a reliable resource for knowledge stakeholders.
Contribute to creating new training resources and help facilitate live training sessions. Experience in creating, record and edit training videos preferred.
Deliver continuous service improvement (CSI) to maintain healthy, effective, and efficient KM program.
SKILLS AND CAPABILITIES
Promotes KM and knowledge sharing behaviors across the organization.
Able to think strategically in terms of culture, behavior, business processes, and tools. Good appreciation of customer needs at both the operational and strategic level s Strong project management oversight with hands on skills as needed.
Able to achieve consensus and collaboration across business units, explain complex concepts in layperson's language, generate enthusiasm for knowledge sharing and transfer, and communicate with all levels of management and staff.
Able to establish straightforward, productive relationships, treating all individuals with fairness and respect while demonstrating sensitivity for business needs.
Good networking and collaboration skills s Works effectively with colleagues from related disciplines (e.g., IT, learning and development) and other improvement initiatives (e.g., operational excellence, Six Sigma, Lean) within the enterprise.
Creative and self-motivated with strong problem-solving skills (thinks outside the box).
Strong facilitator, change agent, and communicator (a good consultant).
Solid understanding of enterprise Knowledge Management and support portal technology. ServiceNow experience preferred.
Clear understanding of the principles of knowledge management.
Expert knowledge of Microsoft Office suite (Excel, Word, PowerPoint, etc.) Yammer and SharePoint. Visio experience preferred.
Detail-oriented with demonstrated ability to work independently and as part of a team.
Organized and efficient, with the ability to stay on schedule under tight, frequently changing, client-driven deadlines.
Confident and effective communicator utilizing various media.
Skillful listener with an open style; good at facilitating discussion.
Excellent influencing skills.
Clear understanding of business situations and processes.
Able to manage differences and bring people together to share knowledge in terms of culture and behavior, business processes, and technological tools.
Good appreciation of customer needs at both the operational and strategic level.
Additional Job Requirements:
Only candidates who are compliant with the vaccine mandate policy should be submitted into Beeline for consideration and placement with Client.
This role has been approved for remote by design in the past, however the EM would HIGHLY PREFER local candidates only. Candidates should be able to work onsite 50% of the time at the Nassau Park location. The EM's second choice is a candidate who can be onsite 50% of of the time at the Tampa location. She will consider remote candidates as a last resort.
Please be sure to list the city and state that the candidate currently resides in, under their name on the resume and in the comments section of Beeline. Please note which location they will work at or if they require remote.
Must Have List:
5+ years of direct experience in Knowledge Management (KM), Knowledge-Centered Service (KCS), or related positions in a B2B environment.
Solid understanding of enterprise Knowledge Management and support portal (e.g., ServiceNow) technology, information architecture and taxonomies. ServiceNow experience preferred.
Experience working in an IT Service Management organization and ITIL awareness a plus.
ServiceNow experience preferred. KCS background a plus.
Keywords: Tech Providers Inc., Trenton , Global Knowledge Management Process Specialist, Executive , Princeton, New Jersey
here to apply!