Senior Knowledge Specialist (REMOTE)

We take great strides to ensure our employees have the resources to live well, be healthy, continue learning, develop skills, grow professionally and serve our local communities. We invite you to apply for a career with Blue Cross.

Please note that effective Jan. 4, 2022, Blue Cross and Blue Shield of Louisiana implemented a policy requiring any employee who enters any of our offices or who interacts in person with anyone for company business purposes to be fully vaccinated for COVID 19, unless legally entitled to a reasonable accommodation related to religious or medical exemptions. At this time, that policy is suspended and vaccination is not required to enter our facilities. Please note this is subject to change at any point in time to ensure compliance with company policy or government mandates and certain client facing roles may have separate protocols.

Residency in or relocation to Louisiana is preferred for all positions.

NATURE AND SCOPE

• This role does not manage people
• This role reports to this job: Manager, Knowledge Management
• Necessary Contacts: This position must be in contact with all levels of staff and leadership at BCBSLA as well as external vendors.

QUALIFICATIONS

Education

• Bachelor's in English, Communications, Journalism, Information Technology, Instructional Design, Business Administration, or a related field is required
• Master's degree in relevant field preferred.
• Four years of related experience can be used in lieu of a Bachelor’s degree.

Work Experience

• 4 years of technical writing experience required to include experience with documenting IT software and systems, user guides, policies and procedures, training documentation and simulations and/or content projects is required.
• 2 years knowledge management experience required.
• Experience working with Learning Content Management Systems or Knowledge Management Systems required
• 2 years developing customer facing content preferred.
• 2 years teaching, training, or instructional design experience preferred.
• Content development or technical writing experience in healthcare payer or health care industry preferred.
• Experience with large scale documentation or content transformation projects preferred.
• Experience working effectively with a distributed team preferred.
• Experience developing knowledge content for Microsoft Dynamics, PEGA, Verint, ServiceNow, or SharePoint preferred.
• Experience with CRM applications preferred.

Skills and Abilities

• Ability to work with stakeholders to understand business drivers and to make knowledge management and process evaluations
• Ability to analyze existing and potential workflows, processes, supporting systems, and procedures and identifying improvements strongly preferred
• Proven understanding of knowledge management practices
• Must comprehend and recognize key barriers to knowledge management behavioral change and ability to lead change management activities
• Ability to manage documentation workflows, including of content review and audits required
• Advanced knowledge of information gathering, planning, and organizing methods and principles required
• Advanced understanding of content development and presentation techniques required
• Must have exceptional written and oral communication skills along with superior attention to detail.
• Ability to grasp complex technical concepts and make them easily understandable for the customer required
• Ability to navigate ambiguity, support multiple projects, and tight, multi-faceted timelines required
• Proficiency in the use of the Microsoft Office Suite (Word, Excel, PowerPoint) and technology-based collaboration tools (MS Teams, Zoom, WebEx, SharePoint) preferred
• Programming knowledge with HTML and HTML editors required
• Familiarity with lifecycle management methodologies and experience in applying these practices during process improvements preferred
• Proven analytical and creative problem-solving abilities required along with the ability to effectively prioritize and execute tasks in a multi-project environment
• Must possess strong time management skills, ability to set priorities, and deliver results
• Must possess effective organizational and interpersonal skills with a focus on rapport-building, listening, and interviewing multiple levels of staff and management in a team-oriented, collaborative environment
• Must have a strong customer service mindset and commitment to the colleague experience
• Must be highly self-motivated and directed with proven ability to follow directions and execute assigned tasks

Licenses and Certifications

• Certification in Knowledge Management preferred.
• Certification in Change Management preferred.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

• Copyedits and proofreads content from peers and other writers to ensures content is accurate and meets established standards and feedback is given in a timely manner.
• Responsible for organizing and facilitating knowledge management-related training and coaching to develop and support technical writers, knowledge authors, process designers, and subject matter experts.
• Develops standards and templates for internal knowledge content.
• Maintains a focus on transforming source materials, writing transactional content specific to worker interactions, and integrating content into knowledge articles where appropriate.
• Triages urgent or escalated content needs by working collaboratively with knowledge management authors and experts.
• Identifies and prioritizes content gaps using customer experience, quality and performance data, as well as user and stakeholder feedback to ensure content is being addressed correctly and/or is effective.
• Communicates with stakeholders regularly about content opportunities.
• Responsible for coordinating with writers, knowledge authors, content owners, and other stakeholders to address content backlog, manage workflow, resolve quality issues, and drive enhancement realization.
• Works with stakeholders to identify and adopt knowledge management best practices.
• Leads in content mapping activities and advises peers on opportunities for content development.
• Conducts regular audits to ensure knowledge base content follows Center of Excellence standards.
• Coordinates with leaders and peers across the company to ensure that content accurately represents all affected customer segments and product offerings
• Works within Center of Excellence to improve, and whenever possible, automate processes with the knowledge management framework.
• Leads in change management communications and activities related to knowledge management initiatives.
• Suggests dictionary rules, ontology changes, and dynamic navigation.
• Responsible for the UAT activities and successful implementation of knowledge management system enhancements and defect repairs.

Additional Accountabilities and Essential Functions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential Functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize, and analyze are required.

\#LI_JH1

An Equal Opportunity Employer

All BCBSLA EMPLOYEES please apply through Workday Careers.

PLEASE USE A WEB BROWSER OTHER THAN INTERNET EXPLORER IF YOU ENCOUNTER ISSUES (CHROME, FIREFOX, SAFARI)

Additional Information

Please be sure to monitor your email frequently for communications you may receive during the recruiting process. Due to the high volume of applications we receive, only those most qualified will be contacted. To monitor the status of your application, please visit the "My Applications" section in the Candidate Home section of your Workday account.

If you are an individual with a disability and require a reasonable accommodation to complete an application, please contact recruiting@bcbsla.com for assistance.

In support of our mission to improve the health and lives of Louisianians, Blue Cross encourages the good health of its employees and visitors. We want to ensure that our employees have a work environment that will optimize personal health and well-being. Due to the acknowledged hazards from exposure to environmental tobacco smoke, and in order to promote good health, our company properties are smoke and tobacco free.

Blue Cross and Blue Shield of Louisiana performs background and pre-employment drug screening after an offer has been extended and prior to hire for all positions. As part of this process records may be verified and information checked with agencies including but not limited to the Social Security Administration, criminal courts, federal, state, and county repositories of criminal records, Department of Motor Vehicles and credit bureaus. Pursuant with sec 1033 of the Violent Crime Control and Law Enforcement Act of 1994, individuals who have been convicted of a felony crime involving dishonesty or breach of trust are prohibited from working in the insurance industry unless they obtain written consent from their state insurance commissioner.

Additionally, Blue Cross and Blue Shield of Louisiana is a Drug Free Workplace. A pre-employment drug screen will be required and any offer is contingent upon satisfactory drug testing results.

JOB CATEGORY: Creative & Design