Sr. Knowledge Manager
- Military veterans preferred
2020-05-01 SAIC (www.saic.com)
Sterling Virginia 20166 United States
SAIC is currently seeking a motivated, career and customer oriented Sr. Knowledge Manager to join our team in Sterling, VA.
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
REQUIRED EDUCATION & EXPERIENCE:
Bachelor's degree and 9 years of experience or equivalent
Required – Customs and Border Protection Public Trust
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