"Manager, Knowledge"

Manager, Knowledge

Company: University of Maryland Global Campus

Job Location: Adelphi, 20783

Category: Other IT

Type: Full-Time

Manager, Knowledge Service Center Knowledge US Exempt Regular Full time Stateside Exempt 2.1 Location: Adelphi, MD (Hybrid)

Summary: A Knowledge Manager is primarily in charge of enhancing content and processes for customer support products and services. Their responsibilities include support spearheading the knowledge management programs and projects, answering inquiries, processing requisitions, and addressing issues and concerns, resolving them promptly and efficiently.

Duties and Responsibilities:

• Review content and data to develop helpful self-service support resources, including chatbots and knowledge articles.
• Create, edit, publish, and manage support content, including knowledge articles, chatbot use cases, help guides, job aids, and other customer-support materials.
• Analyze data, chat transcripts, and other records from support platforms - such as CRM systems, chatbots and knowledge bases - to evaluate content and processes and to identify opportunities for improvement.
• Analyze metrics to determine usefulness of knowledge articles and to identify opportunities to create new knowledge, update existing knowledge, and archive unneeded content.
• Manage knowledge initiatives and collaborate with colleagues, stakeholders, and customers to solicit, edit, and publish content contributions.
• Collaborate with the support teams to develop procedural documentation, job aids, and knowledge content.
• Collaborate with project teams to create and update knowledge content to be aligned with updated services and applications.
• Ensure knowledge articles and other content is accurate, clearly written and presented, and follows established style.
• Perform other duties as assigned.

Skills:

• Independent thinker with strong analytical skills: analyzing issues and problems systematically, gathering broad and balanced input, drawing sound conclusions, and translating conclusions into timely decisions and actions.
• Strong communication and relationship-building skills: able to collaborate across teams/businesses; ability to explain complex concepts in layman's language; ability to communicate at different levels of management and staff
• Ability to acquire strong information about company's knowledge assets and to know its system by heart
• Excellent technical writing, editing, and technology skills are required
• Demonstrated leadership and creativity.
• Customer-focused mindset and dedication to delivering exceptional service: understands customers' needs and concerns, responds promptly and effectively to their needs
• Flexible and adaptive in an evolving organization.
• Proactive and results-driven: makes things happen, sets standards, commits to organizational goals
• Ability to learn and share knowledge

Education & Experience Requirements

Experience:

• Minimum two years of relevant experience managing support content, training, communications, technical writing/editing, or related disciplines.
• Experience in establishing effective partnerships within and outside the organization.
• Experience using Salesforce CRM and/or ServiceNow knowledgebases is a plus

Certifications:

• Certification in Knowledge Management is a plus

Preferred Experience Requirements

Education:

• Bachelor's degree

All submissions should include a cover letter and resume.