Knowledge Manager

Job DescriptionISN is seeking a dynamic and experienced Knowledge Manager for a large, high-volume government omni channel contact center. This successful person will be responsible for developing, implementing, and managing knowledge management strategies and systems to enhance the efficiency and effectiveness of the organization. The Knowledge Manager will ensure that critical information and knowledge are captured, organized, and accessible to employees, fostering an environment of continuous learning and improvement.QualificationsTechnical writing, data analysis and strategic planning skills.Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks.Experience:4-6 years' experience managing and maintaining contact center knowledge management processes related to content analysis, document management, data capture, portal operations & maintenance, shared storage locations, workflow, and data warehousing.Technical expertise in CRM configuration, operations, and maintenance, as well as KM integration with digital properties (e.g., Intelligent IVR, Chatbot).Expertise in developing Standard Operating Procedures (SOPs) as they relate to Knowledge Management including flagging articles for revision, editing, and approving new content, and auditing existing articles and customer experience.Experience developing a knowledge training program to teach employees how to use the KM IT Tool and contribute articles to the KM database.Education:Bachelor's degree in Knowledge Management, Information Systems, or related field.

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