Knowledge Management Specialist, Consultant

The Knowledge Management Specialist is responsible for managing Client Care content for within Microsoft Dynamics support articles and functions as a knowledge management expert for client experience improvements. This role involves editing and publishing new and updated content and documentation to team members and will require a strong partnership with the Service Experience team members Product Support Engineers Training and other key stakeholders. Additionally this role involves ongoing oversight of knowledge governance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy including but not limited to the following Responsibilities:

• Collaborate closely with line of business leadership to understand gap analysis for current knowledge.
• Oversee business-critical documentation ensuring alignment with content standards inclusive of style guides and templates for consistency and quality across knowledge.
• Partner with line of business leadership to understand and analyze impact of product changes and feature launches on business processes and related knowledge.
• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management.
• Collaborate with line of business leadership to make changes to documentation and processes as required.
• Manage multiple projects and priorities effectively ensuring timely delivery of high-quality documentation.
• Train new and existing users of the knowledge base to train for user roles and provide day-to-day user support.
• Assess and implement AI solutions for content development and management.
• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics.
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the potential impact to Client Care and direct related process and documentation changes.
• Provide ongoing communication to team members across Client Care for process and documentation changes.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

Qualifications :

Basic Qualifications:
5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD

Preferred Qualifications:
6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
Effectively manages tasks meets all expectations and follows through.
Displays a sense of urgency and motivation to succeed.
Exhibits high standards and persists in setting and accomplishing goals.
Takes initiative and works independently taking ownership of outcomes.
Understands and anticipates the needs and expectations of internal and external customers and deliver high-quality products or services that meet or exceed them.
Demonstrates an ability to simplify improve and find lean solutions.
Generates novel and useful solutions to problems or opportunities.
Uses communication skills to inspire influence and motivate others.
Manages stressful situations appropriately and adapts easily to shifting priorities and challenges.
Understands the importance of relationship management with key stakeholders and peers
Efficiently manages projects and time and introduces innovative ideas and processes to make things better.

Additional Information :

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Remote Work :

No

Employment Type :

Full-time