Support Services Knowledge Manager
Job Location:
Boston, MA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
When you join the growing BILH team youre not just taking a job youre making a difference in peoples lives.
In this role you will be responsible for Knowledge Management across all entities. You will be the main driver behind establishing process and policies around onboarding new or updated applications tools and process changes within IT Support Services. You will also be responsible for establishing processes around the creation maintenance and usage of knowledge articles by the IT support staff. This will be done under the guidance and direction of the IT Manager for End User this role you will be on point to establish a self-help practice for our end users.Job Description:
Thefollowingstatementsareintendedtodescribethegeneralnatureandlevelofworkbeingperformedbyindividualsassigned to this position. They are not intended to be an exhaustive list of all duties responsibilities and skills requiredofthis position.
PrimaryResponsibilities:
Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.(essential)
Demonstratesgoodjudgementinselectingmethodsandtechniquesforobtainingsolutions.Hasexcellentinterpersonalandcustomer facingskills with the ability to manage expectations and explain technical details. (essential)
WorkindependentlyaswallaspartofacrossfunctionalITteamforKnowledgeManagementandenduserself-help development. (essential)
Analyzescomplexbusinessproblemsandidentifiesoptionsforpotentialsolutionsandassessesthemfortechnical suitability.(essential)
Identifiesgapsandprovidestechnicalexpertiseinbusinessrequirementsforsystemfunctionalspecificationsandscales new and current systemsprocessesand procedures in acost effectivemanner. (essential)
Createsbestpracticesaroundend-userself-helpandmayprovideconsultationtoendusersonprocessesandbestpractices.(essential)
Develops and drives best practices around knowledge management across Support Services.(essential)
Partner extensively with internal IT colleagues to fully understand challenges(essential)
Map and document interfaces between legacy and new systems.(essential)
Translatecustomerrequirementsintoahighlydevelopedrequirementsdocument.Planandworkwithfacilitytomeet deadlines. (essential)
RequiredQualifications:
High School diploma or GED. Bachelors degreepreferred.
3-5 years related work experiencein 2 years of knowledge or content management withinIT.
ITIL Certification infirst12months.
Agile Certification infirst12months.
Advanced technical computer skills asfor technical support specific to functional area and relatedsystems.
Competencies:
DecisionMaking:Abilitytomakedecisionsthatareguidedbygeneralinstructionsandpracticesrequiringsome interpretation. May make recommendations for solving problems of moderate complexity and importance.
ProblemSolving:Abilitytoaddressproblemsthatarevariedrequiringanalysisorinterpretationofthesituationusing direct observationknowledgeand skills based on general precedents.
Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within generalguidelines.Seeksassistancewhenconfrontedwithdifficultand/orunpredictablesituations.Workprogressismonitoredby supervisor/manager.
WrittenCommunications:AbilitytocommunicateclearlyandeffectivelyinwrittenEnglishwithinternalandexternalcustomers.
OralCommunications:AbilitytocomprehendandconverseinEnglishtocommunicateeffectivelywithmedicalcenter staff patientsfamiliesand external customers.
Knowledge:Abilitytodemonstratein-depthknowledgeofconceptspracticesandpolicieswiththeabilitytousethemincomplexvaried situations.
TeamWork:Abilitytoworkcollaborativelyinsmallteamstoimprovetheoperationsofimmediateworkgroupby offering ideasidentifyingissues and respecting team members.
CustomerService:Abilitytoprovideahighlevelofcustomerservicetopatientsvisitorsstaffandexternalcustomersin a professional service-oriented respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Social/EnvironmentalRequirements:
Workrequirescloseattentiontotaskforworktobeaccuratelycompleted.Intermittentbreaksduringtheworkdaydonot compromise the work.
Workisvariedeverydayandtheemployeeneedstobeadaptabletorespondtothesechangesanduseindependent judgment and manage priorities.
No substantial exposure to adverse environmentalconditions
Health Care Status:NHCW: No patientcontact.-Health Care Worker Status may vary bydepartment
SensoryRequirements:
Close work (paperwork visual examination) Color vision/perception Visual monotony Visual clarity feet ConversationTelephone.
PhysicalRequirements:
Sedentarywork:Exertingupto10poundsofforceoccasionallyincarryingliftingpushingpullingobjects.Sittingmostofthetime with walking and standingonly occasionally
This job requires constant sitting Keyboarduse.
Pay Range:
$85010.00 USD - $114412.00 USDThe pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors that may include seniority education training relevant experience relevant certifications geographyof work location job responsibilities or other applicable factors permissible by law.
Required Experience:
Manager
About Company
Easily find the care you need when you need it. Find a doctor, schedule an appointment and put your health first. With 13 locations, our expert health care providers are nearby and ready to help.
