Job details

Knowledge Program Manager

Responsibilities

The Knowledge Program Manager is a key contributor to the knowledge practice within Corporate Technology. As a KPM, you are the primary driver of our knowledge management program rollout and adoption. The KPM is involved in the training and mentoring of End User Services staff in the effective use of the knowledgebase tools and creation of solutions. They will also be engaged in the active analysis of searches, escalations, knowledge usage, and case trends to identify areas where knowledge needs to be created and improvements to knowledge tools. The KPM’s mission is to create a culture that views the capturing and sharing of knowledge as the primary output of our work and ensure that we have the tools and processes to support that vision. This role is broad-reaching, and you will need to be comfortable interacting with both frontline support staff and C-suite leadership.

Primary Responsibilities

Developing and implementing strategies for knowledge management within the organization, ensuring that all employees have access to the information and resources they need to be effective in their roles.
Managing the development and maintenance of knowledge management systems, tools, and platforms, ensuring that they are up-to-date, user-friendly, and meet the needs of the organization.
Collaborating with subject matter experts and other stakeholders across the organization to identify, collect, and organize knowledge assets, including documents, data, and best practices.
Developing and delivering training programs to ensure that all employees are aware of and proficient in using the knowledge management systems and tools.
Developing and implementing processes and standards for the creation, review, and maintenance of knowledge content, ensuring that it is accurate, relevant, and up-to-date.

Analyzing usage data and feedback from employees to continuously improve the knowledge management systems and tools.
Providing guidance and support to employees in accessing and using knowledge management resources effectively.
Leading cross-functional teams to develop and execute knowledge management projects and initiatives.
Developing and monitoring metrics to measure the effectiveness of knowledge management initiatives and identify opportunities for improvement.
Staying up-to-date on emerging trends and technologies in knowledge management and sharing best practices with the organization.

This Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills, and Abilities

Previous experience/in-depth understanding of technical support case management processes.
Familiarity with Windows 10 and macOS operating systems
Advanced understanding and promotion of end user technology standards for hardware, OS, core applications, and peripherals.
Working knowledge of directory services (LDAP, AAD, AD) and M365 stack.
Ability to train and mentor other employees

Ability to convey complex technical information in a clear and concise manner
Evidence of building strong internal/external relationships within a team environment.
Experience with Information Technology Infrastructure Library (ITIL), Knowledge Base applications, Knowledge Centered Support, ServiceNow, MS Office, a plus

Qualifications

Familiarity with knowledge management systems a plus
3+ years of customer service experience
BS degree in applicable field with 5 years relevant experience or;
7+ years of relevant technical/ professional experience without a bachelor’s degree
KCS Practices Certified

Qualifications