Key member of our U.S. National Knowledge Management team with a focus on the operations and improvements of our knowledge management technology solutions for knowledge, people and news. This person will work with all of the service lines, industries and regions within the knowledge management (KM) organization in the US.
Essential Duties and Responsibilities
Contribute to the analysis and planning for future enhancements and releases of KSource®
Translate customer input, internal business processes and technology trends into new and improved products, modules, and features
Perform research as needed for impact on assigned projects and deliverables
Contribute in the priority setting, critical paths and project management for the successful implementation of all KSource technical projects
Participate and contribute in the end-to-end product lifecycle from the business side including: User Needs Analysis Business Requirements UI Design Usability Testing Development QA User Acceptance Testing Production Testing and Deployment
Monitor and manage tracking system of bug fix and enhancement requests
Attend regular conference calls between KM Central and IT for updates and to ensure continued momentum on ongoing projects
Receive trouble tickets as routed from the IT help desk support system regarding KSource. Provide KSource support when appropriate, and route to the next level when necessary.
Create and publish monthly KM reporting - firmwide level and COP level reports
Assist assigned Knowledge Managers at the firm with their knowledge management work. Assist with issues, answer questions, and train where needed. Their KM duties include:
Manage the home page, keeping it fresh like a “live newsletter” to drive the behaviors of our KM Mantra – seek, share, succeed
Monitor “holding tank” for new KM contributions, drive QA and approval before processing, and flag items that are not being addressed on a timely basis
Author/post new content, manage existing content, proactively act on expiring content, etc.
Fill knowledge gaps by creating KM curriculum and best practices that get incorporated into our KM methodology
Drive acceptance through communications, learning and rewards – including harvesting success stories, monitoring resistance, conducting training sessions for knowledge managers
Prepare and conduct semi-annual New Knowledge Manager training with the rest of KM Central
Assist with preparations of materials for any other knowledge manager meetings (quarterly calls, annual meetings, videoconferences) to be conducted throughout the year
Qualifications
4 year degree in computer science, accounting, or other areas of business
Minimum of 4 years prior work experience ideally in a professional services firm or in knowledge management at a national or multi-national company
Experience working in a dynamic, highly visible team embarking on a key strategic direction for the firm where teamwork, “pitching in and rolling up your sleeves” and adaptability is essential
Ability to prioritize multiple assignment and tasks
Excellent time management and organizational skills
Treats sensitive/confidential information with appropriate discretion
Ability to deal with senior leadership and top management
Strong attention to detail
Ability to take initiative and perform in a self-directed and results-oriented manner
Works well under pressure; adheres to deadlines
Flexible team player
Advanced level skills with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)
SharePoint Website and/or Web publishing software experience
Excellent customer service skills
Excellent verbal, written and interpersonal communication skills
Overtime based on business peaks and is anticipated to average 10% .
