Sr. Knowledge Manager - Military veterans preferred

2020-05-01
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Sterling
Virginia
20166
United States

Description

JOB DESCRIPTION:

 

SAIC is currently seeking a motivated, career and customer oriented Sr. Knowledge Manager to join our team in Sterling, VA.

 

Responsibilities Include: 

  • Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices.
  • Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits.
  • Interact with the staff members, unit managers and the clients.
  • Act as a mediator to answer the queries of the clients and staff about the knowledge management products and practices.
  • Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools.
  • Being responsible for the analysis of social networks and formation of communities of practice within the organization.
  • Encourage the staff and workers to share knowledge effectively and efficiently

Qualifications

REQUIRED EDUCATION & EXPERIENCE:

 

Bachelor's degree and 9 years of experience or equivalent 

Minimum Clearance Required – Customs and Border Protection Public Trust

 

Required Skills:

  • Experience aggregating and managing knowledge at the Enterprise level for IT services in a cross-functional environment
  • Experience transforming knowledge artifacts from diverse service areas including external content providers into Tier 0 portal and FAQs which demonstratively reduce related incidents and service requests as reflected in key performance indicators (KPIs).
  • Experience identifying new opportunities for incident and service request categories and transitioning those to customer selection options in an ITSM tool service portal.
  • Experience vetting/reviewing legacy knowledge for inclusion in a new Knowledge Management System and the transfer of that knowledge in an end-user consumable product.
  • Effective writer and communicator
  • Experience developing technical writing artifacts that are clear and succinct
  • Demonstrated leadership quality and ability to supervise and guide the employees
  • Experience with SharePoint, Confluence, ServiceNow a plus