- To support this effort, we seek a Knowledge Management Specialist to support our service partners in creating, publishing, assessing and maintaining accurate and current knowledge assets detailing service delivery process and procedures.
- The Knowledge Management Specialist will be responsible for delivering best-in-class knowledge management practices. The Knowledge Management Specialist will utilize knowledge definitions & standards, disciplined knowledge asset creation & maintenance processes and technology enabled storage and delivery. The Knowledge Management Specialist will also promote and support a continuous learning culture within the GBS+ community.
- The Knowledge Management Specialist will partner with Service Delivery Operational Managers and Subject Matter Experts (SMEs) to pro-actively cultivate GBS+ knowledge assets to maintain and/or improve accuracy, consistency, accessibility and usability. She/He will be responsible for updating, gaining approvals, publishing, and managing appropriate access to knowledge assets globally. This individual will report to the Knowledge Manager.
Main Responsibilities:
Knowledge Strategy & Approach
- Understand GBS+ knowledge needs by capability and provide insights to ensure knowledge management governance, processes & tools adequately address those needs
- Adopt required systems and tools to effectively deliver best-in-class & consistent knowledge management experience
Knowledge Sharing Culture
- Demonstrate and foster behaviors, skills & practices that support a strong learning & knowledge sharing culture
- Collaborate with GBS+ Operational Managers and SMEs to promote the knowledge sharing culture
Knowledge Asset Creation & Maintenance
- Adopt quality standards, processes and governance to ensure knowledge accuracy & relevancy
- Collaborate with function, capability & service delivery subject matter experts (SMEs) to capture, validate, store and publish effective knowledge assets
- Implement a cyclical approach for knowledge asset review & updates to ensure relevancy over time
Knowledge Effectiveness
- Utilize feedback from GBS+ KM AI Agent to uncover areas for improvement of knowledge assets
- Report regularly on knowledge management KPIs regarding usage, accuracy and user experience
- Track and report insights on user-centric metrics and measures to assess knowledge effectiveness
- Advise Function, Capability and Service Delivery leaders on how to increase knowledge effectiveness
Relationship Management
- Establish strong working relationships with capability SMEs and operational managers and collaborate on creation & maintenance of knowledge assets
Basic Qualifications:
- Bachelor s degree in Knowledge Management, Information Systems, or related field
- 3-5 years of experience in a knowledge management role
- Proficient in knowledge management systems and processes
- Strong attention to detail and commitment to knowledge asset quality and adherence to standards
- Strong interpersonal skills with demonstrated ability for customer focused service delivery
Preferred Qualifications:
- Experience with training material development supporting large complex projects (e.g., ERP Systems, business transformation, business process reengineering, shared services, outsourcing solutions, etc.)
- Experience with AI enabled knowledge management programs
