Enterprise Knowledge Management Director

We are seeking a highly skilled and experienced Knowledge and Reporting Manager to join our team at RSM US LLP. As a key member of our organization, you will be responsible for overseeing projects from Enterprise Knowledge Management (EKM) and creating/maintaining reports and dashboards.

The successful candidate will ensure effective use of knowledge assets and provide data-driven insights for decision-making. Key responsibilities include:

• Planning, coordinating, leading, and supervising team resources.
• Providing status reports and communication.
• Managing project execution with a focus on continuous improvement.
• Guiding teams in problem-solving and influencing change initiatives.

Additionally, you will support knowledge and reporting initiatives, system maintenance, training, and operational adoption. You will align processes with ITIL standards and develop programs to assess and improve knowledge and reporting within the platform.

Essential Duties

• Knowledge and Reporting Management Program:
  • Develop and execute a comprehensive program for knowledge and reporting management across multiple service lines.
  • Define and articulate the overall strategy, including tools and sites to support business teams.
• Stakeholder Engagement: Gather information from business stakeholders to understand their models and needs.
• Knowledge Management Implementation: Create a plan and taxonomy for knowledge management on the ServiceNow platform, aligned with ITIL standards and minimal customizations.
• Reporting Strategy:
  • Develop and implement a reporting strategy for ServiceNow, ensuring it aligns with organizational goals.
  • Design, develop, and maintain custom reports and dashboards using ServiceNow tools, including Performance Analytics.
• Case Analysis and Knowledge Content:
  • Conduct case analysis to develop a known error database and identify content gaps.
  • Set standards for internal vs. client-facing knowledge and establish content standards and approval hierarchies.
• Ticket Deflection: Use knowledge content to reduce call volume by driving ticket deflection via the client portal.
• Program Assessment: Review and assess program efficacy, making recommendations for improvements or terminations based on performance.
• Support and Training:
  • Provide guidance, support, training, and governance on knowledge and reporting management for consulting teams.
  • Assist business users with complex report and dashboard development.
  • Prepare and deliver user training as needed.
• Governance and Compliance:
  • Adhere to enterprise KM governance, architecture, and design policies.
  • Monitor usage, search analytics, and ensure workflows and tasks function properly.
  • Maintain permissions for knowledge bases and client-facing reports/dashboards.
• Content Review and Maintenance:
  • Regularly review and update content to ensure relevance and accuracy.
  • Monitor and update metadata as needed.
• Additional Responsibilities:
  • Work with knowledge base owners to ensure adoption of processes and procedures.
  • Review categories, metadata, and framework for future needs and growth.
  • Hold monthly KM and reporting meetings to improve usage and provide report development assistance.
  • Enforce enterprise KM strategies and communicate changes to stakeholders.
  • Provide support for KB and reporting-related tickets.
  • Mentor junior team members and potentially serve as a Career Advisor.

Qualifications

Education/Certifications:

• Bachelor's degree in business, technology, or related business field of study.
• ServiceNow CSA Certification, required.
• ITIL Foundation Certification, required.
• Knowledge Management Fundamentals course, required.
• Knowledge-Centered Service Fundamentals Certification, required.
• ServiceNow Performance Analytics Certification Application Specialist, preferred.

Technical Skills:

• Intermediate experience using Microsoft PowerPoint, Microsoft Visio, Microsoft Word, Microsoft Excel, OneNote, Project.
• Experience using Knowledge Management functions in ServiceNow.
• Building and modifying reports and dashboards in ServiceNow.
• Experience with ServiceNow CSM and/or Domain Separation a plus.
• Experience with ServiceNow Process Mining a plus.

Experience:

• Managing KBs for both technical and non-technical users.
• Process development/engineering.
• Some project management experience.
• 2 to 5 years working in ServiceNow Knowledge Management.
• Creating, and modifying standard reports and dashboards in the ServiceNow platform.
• Development of Performance Analytics reports in ServiceNow platform.

Leadership Skills:

• Ability to work with leaders across multiple levels within an organization.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life's demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://www.rsmus.com/careers/total-rewards.

As an Affirmative Action and Equal Opportunity Employer, all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at or send us an email at https://www.rsmus.com/careers/contact-us.

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM's background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee's pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.