Global knowledge management process specialist - united states, zaranj

title -knowledge management specialist w/ servicenow & hp alm
location-princeton, nj-must be local
duration-direct hire
pay-market salary plus benefits
job description:

seeking a knowledge management analyst with excellent technical acumen, analytical, communication, writing skills and training experience. this role includes assisting with documenting business and functional requirements to support maintenance and enhancement of the knowledge management infrastructure and tool. the candidate should have a solid understanding the it development lifecycle. solid understanding of enterprise knowledge management and portal technology. servicenow experience required. experience with hp alm application a plus. 5 plus years of direct experience in knowledge management (km) process and technical support. experience working in an it service management organization, itil and it development lifecycle management.

primary responsibilities:

complete understanding of end-to-end knowledge workflow, processes and tool capability. triages issues reported by users and takes prompt, appropriate action toward resolution. identifies and articulates gaps in process and technical capabilities. documents and recommends solutions and enhancements to address gaps, writes functional business requirements and related stories, and collaborates with key stakeholders to drive implementation. understands latent and future tool functionality: prepares end-to-end user testing plans, schedule, test scenarios, and verification of test results. reviews and runs test scripts and executes regression and user acceptance testing. experience with hp alm required. execute monthly and ad hoc reports to monitor knowledge health status and promote transparency and proactive management among stakeholders. drives adoption of governance processes, proactive article management and adherence to standards and guidelines among knowledge contributors. works with global km team to maintain process support collateral and documentation and develop and deliver training. stays attuned to current global km objectives and tool enhancements while working with key stakeholders to prioritize and address knowledge impact, needs and gaps. utilizes the km dashboard, coordinating with data analytics team to refine metrics and capture data in support of business goals, knowledge health and governance processes. performs analysis of usage levels or patterns, quality and alignment with processes, and coordinates activities to respond to trends, address gaps and support development of new features and functionality. delivers continuous service improvement (csi) to maintain healthy and efficient km program. understands global km content style guides, processes, and procedures. is a reliable resource for knowledge stakeholders; responds accurately and promptly to inquiries; offers constructive feedback and course corrections to support article creation and maintenance.

requirements:

excellent technical and analytical skills. must be detail oriented and must be able to articulate process, technical gaps, issues and make recommendations for improvement demonstrated ability to work independently and as part of a team solid understanding of enterprise knowledge management and support portal (e.g., servicenow) technology, information architecture and taxonomies. servicenow experience required. experience with hp alm required. strong writing, interpersonal communication skills and proven ability working directly with key stakeholders, team members, technical experts, and professional staff organized and efficient, with the ability to stay on schedule under tight, frequently changing business deadlines. understanding of knowledge creation best practices (capture, authoring and organization of information across multiple channels). direct experience translating complex ideas and information to produce organized, guided resources and procedural documentation to enhance the self-service experience. ability to develop and deliver training content in various channels and formats including live remote and recorded presentations and demonstrations. ability to coach groups and individual knowledge contributors in km best practices, e.g., using step or action commands, importance of article titling, etc. ability to create meaningful scheduled and ad hoc reports, analyze knowledge data and translate to consumable and actionable monthly metrics. expert knowledge of microsoft office suite (excel, word, powerpoint, visio, etc.) outlook and sharepoint.

skills:

ms word: 3 to 5 years advanaced excel: 3 to 5 years hp alm: 3 to 5 years kcs: 3 to 5 years servicenow: 3 to 5 years sharepoint: 3 to 5 years

note:

only candidates who are compliant with the vaccine mandate policy should be submitted into beeline for consideration and placement with client. the candidate must be able to work onsite once the client’s wfh policy is lifted, so local candidates only please. servicenow experience preferred. kcs background a plus. 5 plus years of direct experience in knowledge management (km), knowledge-centered service (kcs), or related positions in a b2b environment. solid understanding of enterprise knowledge management and support portal (e.g., servicenow) technology, information architecture and taxonomies. servicenow experience preferred. experience working in an it service management organization and itil awareness a plus.

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