Enablement Program Manager – Knowledge Programs (Contract to hire)

Job Description

• Lead continued adoption and evolution of Knowledge-Centered Service (KCS®) practices. • Drive defining, implementing, and enhancing our knowledge management practices based on KCS. • Your efforts will directly contribute to maintaining the overall quality of our knowledge, ensuring its findability, usability, and content health. • Introduce or manage tools, metrics, and reporting needed for program oversight and governance. Develop expertise in our knowledge and case management processes and tools. • Drive development and delivery of KCS methodology training across teams for various products/skill sets, focusing on process training.  • Contribute to creating and maintaining documentation repositories related to knowledge management, case management, and support processes.  • Provide business requirements for technology changes to support defined processes and best practices.  • Maintenance of core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan  • Negotiate and manage competing priorities from cross-functional teams to ensure alignment on processes and tools. • Maintain the integrity and coherence of assigned projects, including maintaining focus, enthusiasm, and project momentum. • Communicate clearly and succinctly, both verbally and in writing, to stakeholders and cross-functional teams about plans, goals, and status. • In addition to these duties and responsibilities, employees must carry out other duties as reasonably required.

Qualifications

• Minimum of two (2) years of experience in knowledge management with demonstrated success in complex initiatives in a cross-functional capacity across local or remote teams • KCS v6 Practices Certification  or experience with KCS • BS or MS in Computer Science, Information Systems, or a related technical area • Fluent in English, written and spoken • Excellent verbal, written, and presentation skills with demonstrated ability to create/document processes and procedures that are concise and easy to understand • Previous experience with complex enterprise application software • Strong organizational and project management skills and excellent attention to detail and processes • Experience using Google Suite, particularly Excel, PowerPoint, Word, Project, and Visio • Demonstrated problem-solving and collaboration skills, including understanding and management of interdependencies between cross-functional teams • Proven ability to influence and build relationships with “on the ground” resources and  management roles • Able to work independently and make progress in ambiguous situations with varying levels of uncertainty

Benefits

• Depending on the role responsibilities, this role may be eligible for the following benefits: Medical, Dental & Vision Insurance, PTO, Retirement, benefits including 401(k) and more, and Professional Growth Opportunity