Knowledge Manager

The Knowledge Manager will be accountable for developing a best-in-class knowledge strategy that meets the dynamic needs of the global GBS+ team.

The Knowledge Manager will establish effective knowledge definitions & standards, disciplined knowledge asset creation & maintenance processes and technology enabled storage and delivery. The Knowledge Manager will also promote and support a continuous learning culture within the GBS+ community.

The Knowledge Manager will collaborate with Service Delivery teams and Function/Capability Owners to effectively shape and apply the knowledge strategy, approach, roadmap, tools and templates. She/He will oversee the maintenance of knowledge assets and maintain consistency, accuracy and accessibility globally. This individual will report to the Sr. Training Manager.

Main Responsibilities:

Knowledge Strategy & Approach

• Evaluate GBS+ knowledge needs globally & assess current state of knowledge assets
• Establish Knowledge Management processes, standards & governance
• Identify required systems and tools to effectively deliver best-in-class knowledge management experience

Knowledge Sharing Culture

• Define behaviors, skills & practices required to foster a strong learning & knowledge sharing culture in GBS+
• Collaborate with GBS+ leaders globally to deliver programs to establish the knowledge sharing culture

Knowledge Asset Creation & Maintenance

• Establish quality standards, processes and governance to ensure knowledge accuracy & relevancy
• Lead a team of Knowledge Analysts who collaborate with function, capability & service delivery subject matter experts (SMEs) to capture, validate, store and publish effective knowledge assets
• Ensure GBS knowledge program quality through a structured and measurable framework

Knowledge Effectiveness

• Establish user-centric metrics and measures to assess knowledge effectiveness
• Embed automated tracking, assessing (feedback) and measuring mechanisms into all knowledge processes
• Advise Function, Capability and Service Delivery leaders on how to increase knowledge effectiveness

Resource Management

• Hire, mentor and oversee team of GBS+ Knowledge Analysts
• Manage contracts and oversee work planning & quality output for one or more third party providers
• Ensure active participation of function, capability and service delivery SMEs as Knowledge Champions

Basic Qualifications:

• Bachelors degree in Knowledge Management, Information Systems, or related field
• At least 7 years of experience in a knowledge management role & managing a team of analysts
• Proficient in knowledge management systems and processes
• Proven experience in data analysis and strategic planning
• Strong interpersonal skills with demonstrated ability to facilitate collaboration

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.)
• Proven success in facilitating organizational change
• Experience in managing the details of complex programs and delivering results