Self Service Knowledge Manager: I Onshore (Non-Payroll)
: Job Details :

Creation: 12.17.2024The knowledge manager will be responsible to implement a Knowledge Management (KM) framework across all McGraw Hill business units. The manager will be responsible for the setup, governance, adoption and success of the new framework. In addition, the incumbent will drive continuous improvement of this framework in collaboration with key stakeholders across the business. The manager will reside on the Customer Experience Team and report to the Training Manager.The knowledge manager will develop the topic list and produce the structure of support (account & technical) content for use across various channels including web, product platforms and contact center. The knowledge manager will be responsible for the continued development and implementation of strategies, processes, and tooling for corresponding KM solutions as well as developing KPIs.ESSENTIAL ACCOUNTABILITIES:• Build, manage, and set the direction of the Knowledge Management Framework.• Create, capture, organize, and assess knowledge assets for enterprise use.• Coordinate with cross-functional business units to align KM strategy with broader organizational learning strategies.• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.• Promote the use of knowledge management tooling and processes to facilitate sharing of knowledge.• Build and drive the culture of knowledge sharing within site operations and serve as the advocate for KM initiatives within site operations.• Support the development and implementation of training on KM processes and tooling.• Create and review KPIs for adoption, usage of premier (high-value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.• Evaluate, revise, and continuously improve the KM Framework workflow.• Be the governance owner of the KM Framework and coordinating with various content groups to ensure proper content development according to guidelines and style guide.• Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value.• Bring relevant industry insights to incorporate into the KM Framework.• Identify and evangelize success stories from the Knowledge Management Program.Desired Attributes:• Bachelor's degree in Information Systems, Information Technology, Computer Science or other related disciplines.• 5+ years of current proven experience in implementing KM strategies.• Experience in building KM programs in the technology industry or within technical groups within a large, global organization.• Experience communicating with and influencing senior leadership as well as framing discussions to gain valuable feedback and experience.• Proven experience in leading teams cross-functional teams to deliver impact.• Self-motivated and well-organized; able to prioritize tasks and work well under pressure• Able to work with a wide group of stakeholders in a positive and collaborative manner• Ability to travel on occasion• Open style of communication to foster efficient flow of ideas and build consensus• Demonstrated skills in leadership, negotiation, conflict management, collaboration, organizational and critical thinking• Capable of communicating with a wide audience of individuals• Positive attitude• Capable of influence in a matrix structure where authority may lie elsewhere