Knowledge Management Specialist

3 weeks ago


Raleigh, United States Apex Systems Full time

**RALEIGH, NORTH CAROLINA**

Now hiring a Knowledge Management Specialist to join a Customer Engagement Team at a Top 20 US Bank.


Required: Local to Raleigh, NC. Experience in a Knowledge Management role and with knowledge management tools (like ServiceNow).


Location: MUST be local to Raleigh, NC - 95% remote, on-site as needed

Duration: 6+ month W2-only contract

Terms: W2 (no option for C2C or 1099), weekly pay cycle, benefit options, paid for hours worked

W2 Pay: $55-62.07/hr


Job Summary:

The Knowledge Engineer is to collaborate with the Customer Engagement Center team in the organizing and optimizing of our policies and procedures (previously in SharePoint), to leverage ServiceNow Knowledge Base tool. This individual will be responsible for developing and collaborating with team to implement strategies to capture, store, configure and share knowledge across the Center enhancing our customer interactions to support our customers. Objective is to enable the team to 1) organize current content for optimal use creating a solid baseline and 2) enable team to continue to management Knowledge Base going forward.


Responsibilities:

  • Help develop and implement a comprehensive knowledge management strategy aligned with KCS best practices.
  • Collaborate with internal team to identify knowledge gaps and areas for improvement.
  • Leverage experience in ServiceNow to optimize the knowledge management module for efficient content creation categorization and retrieval.
  • Implement procedures to encourage and facilitate knowledge sharing among IT staff.
  • Conduct training and education as required to promote best practices in knowledge management.
  • Assist in establishing key performance indicators KPIs to measure the effectiveness of knowledge management initiatives.
  • Assist in design of reports to identify trends areas for improvement and successful strategies.
  • Proactively identify opportunities for process improvement and efficiency gains within the knowledge management function.


Skills Needed:

  • Experience with Knowledge Management in an enterprise level environment.
  • Familiarity with ServiceNow particularly the knowledge management module.
  • Strong communication and collaboration skills.
  • Analytical mindset with the ability to use data to drive decision-making.
  • Experience in developing and implementing knowledge management strategies
  • ITIL certification is strongly preferred.


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