Knowledge Management Specialist

• 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