Sr. Manager Knowledge

11 - 15 years experience  • 

Salary depends on experience
Posted on 05/24/18
Salt Lake City, UT
11 - 15 years experience
Salary depends on experience
Posted on 05/24/18

The Sr Knowledge Manager is a strategic position within the company who:

  • Sets the strategic direction for the people, processes, and technology associated with developing, maintaining and sharing knowledge with employees, customers and partners.
  • Ensures that the execution of the NICE inContact Knowledge Management Strategy aligns with and contributes to our business objectives to improve the customer & partner experience and improve business efficiency & profitability.
  • Organizes, coordinates and oversees the Knowledge Management Program, including the Knowledge-Centered Support (KCS) Program and the Community Management Program.


As a Sr. Manager Knowledge, a Typical Day Might Include the Following:

  • Sets and oversees the execution of the NICE inContact Knowledge Management Strategy.
  • Develops, monitors & reports on knowledge-related KPI's to drive ROI for knowledge-related initiatives, in alignment with the KCS Strategic Framework.
  • Oversees ownership, maintenance and strategic plans for the NICE inContact's knowledge sources, primarily focused on the Salesforce Knowledge KB, and the NICE inContact customer and partner Communities.
  • Leads the company-wide cross-functional Knowledge Management Council to facilitate collaboration & engagement.
  • Lead efforts to organize and consolidate disparate customer interaction systems and knowledge sources into centralized systems for a more consistent & streamlined user experience.
  • Selects and oversees implementation of knowledge & community related tools, in partnership with the Corp IT Team to improve the employee, customer and partner experience for finding the right knowledge at the right time.
  • Serves as the subject matter expert (SME) for knowledge within NICE inContact and the industry through networking, knowledge management organizations, expert white papers, external websites, and other events and materials.
  • Ensures NICE inContact's Knowledge Management related processes and technology align with industry standards like Knowledge-Centered Support (KCS).
  • Oversee and provide strategic direction for the Knowledge-Centered Support (KCS) Program and the Community Management Program.
  • Oversee the KCS Performance Assessment Model for measuring the right things the right way.
  • Oversee the KCS Rewards and Recognition Plan as part of the KCS Performance Assessment Model.
  • Oversee the KCS Communications & Marketing Committee ensure that communication is consistently repeated over time and through a variety of channels to drive understanding, engagement and belief.
  • Oversee the KCS Adoption Team (KCS Council) to ensure buy in for KCS across all implemented waves.
  • Oversee the KCS Coaches organization to promote quality knowledge contributions, KCS behaviors, and appropriate recommendations for KCS Publisher Licensing.
  • Ensure KCS Training is provided to new employees where KCS has been implemented.
  • Hire, train and develop members of the Knowledge Management Program.
  • Prioritize, assign and manage team activities and projects in accordance with the team's goals and objectives.
  • Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload.


To Land This Gig You'll Need:

  • Bachelor of Science in Business, Information Systems, Computer Science, Project Management or related field or equivalent experiencerequired.
  • 10+ years working to actively contribute knowledge to the organization as either a Knowledge - Manager or similar capacity.
  • Experience managing a small team of 2-3 individuals.
  • Project Management or similar certification (CAPM / PMP)
  • Strong technical writing/editing skills.
  • Excellent oral and written communication skills in English.
  • Excellent analysis skills to provide business intelligence on data and recommend actions.
  • Strong organizational skills.
  • Ability to disseminate technically complex concepts into a simplified & well-structured format.
  • Experience with knowledge sharing technologies (knowledge base, discussion forum, etc.)
  • The ability to collaborate, get consensus across teams, and establish productive relationships.
  • Strong client orientation, with an understanding of client needs and concerns.
  • Ability to work with multiple people and departments.
  • Ability to work independently with little supervision.
  • Ability to work as a team to accomplish results.
  • Highly proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Visio.


Bonus Experience:

  • Knowledge Centered Support (KCS) certification.
  • Experience with Salesforce CRM functionality.
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