Has extensive industry experience in applying analysis, research and improvement tools and methods in multiple and varied areas of business operations related to knowledge sharing and collaboration. Collaborates with key stakeholders and business leaders to achieve enterprise KM objectives and core business initiative performance targets. Provides consulting leadership to the planning, design, redesign and implementation of knowledge-sharing and collaboration solutions. Designs, develops and maintains technology needed to support and promote KM capabilities.
Essential Functions / Principal Responsibilities
• Works with business leaders and stakeholders to identify and address areas of opportunity and gaps in knowledge flow
• Supports the design, implementation and enhancement of core KM approaches used to support critical knowledge flow within and across the business and knowledge domains
• Develops and implements the KM technology infrastructure and strategy and configures to ensure they continuously respond to changing business needs
• Supports the knowledge‐sharing technology needs of leadership teams, business‐unit groups, individual networks, and other stakeholders as needed
• Models best practices and knowledge sharing behaviors in the use of enabling technologies
• Monitors and evaluates knowledge management programs, including external benchmarking and evaluation programs/opportunities
• Facilitates gathering and documenting requirements with business and technology partners. Documentation may include creating wireframes, user flows and process flows with sensitivity to user-system interaction. May include working with Visual Designers, Web Editors and Usability teams.
• Develops and implements the knowledge management communication strategy; helps disseminate information about the organization's KM program to internal and external audiences
• Builds collaborative working relationships with other internal stakeholders, such as Employee Communications, Claims and Service
• Serves as escalation point for enterprise content issues
Knowledge, Skills and Abilities
• Ability to evaluate, improve and promote a variety of KM and knowledge sharing behaviors across the organization
• Able to achieve agreement and collaboration with stakeholders, explain complex concepts in layperson's language, generate enthusiasm for knowledge sharing and transfer and communicate with management and staff
• Able to establish effective working relationships, treating all individuals with fairness and respect while demonstrating sensitivity for cultural and gender differences
• Able to learn and adapt knowledge sharing technologies to respond quickly to changing business needs
• Able to inspire others; great drive and commitment to the organization's mission
• Networking and collaboration skills
• Creative and self‐motivated with strong problem‐solving skills (thinks outside the box)
• Strong facilitator, change agent and communicator (a good consultant)
• Able to think strategically in terms of culture, behavior, business processes and tools
• Good appreciation of customer needs at both the operational and strategic level
• Strong project management skills
Education, Work Experience, Licenses and Certifications
• Bachelor's degree in related area or an equivalent combination of education and experience in knowledge, content, information, knowledge-sharing technology and/or records management
• 6-8 years of knowledge management, consulting or related experience, including experience consulting on improving and optimizing business operations and processes
• Strong M365 experience, including configuration and user education
• Strong project and consulting background, with typically 3 – 5 years working in a consultative role
• 6+ years of program/project management experience
• 6+ years of Intranet development and operations experience a plus
