Jobs for People with MS: National MS Society

Our business is committed to providing and supporting excellent Client Experience with effective and efficient service management processes and practices. Our focus is to ensure that our ITSM processes are fully integrated and aligned across our teams and enabled in creating value with our stakeholders.

With this, we are looking for an exceptional Knowledge Manager to help us deliver success for our ITSM process design and improvement initiatives.

The Role

• Establish and manage the team’s Service Knowledge Management System and Process

• Coordinate the knowledge management culture and capabilities building process across the teams.

• Define and assign knowledge team roles and hold the knowledge team accountable and empower commitment.

• Deploy training, communications, and awareness programs related to service management processes.

• Manage and align internal training on headline activities that impact knowledge management across teams.

• Monitor and review the activities of the teams that participate in the knowledge management practice.

• Conduct regular and ad hoc practice analysis, and initiating improvements to the practice, procedures, used methods, and tools.

• Ensure all knowledge items are made accessible to those who need them in an efficient and effective manner.

• Align teams on usage of tools, templates and coordinate knowledge articles creation and submission.

• Oversees the controlled knowledge items of our services to ensure accuracy and viability.

• Ensure creation of external knowledge articles based on internal documentation for Client use.

• Support knowledge article creation from new product releases and ensure access across teams.

The Requirements

• At least 5 years’ professional experience in Knowledge Management / Process Design / Operational Excellence function in a shared services environment preferably on a global team

• Proven ability to collaborate effectively with cross functional teams, and lead knowledge teams in their delivery.

• Demonstrated ability to identify and drive continuous improvement.

• Proficiency in knowledge bases and MS Office applications such as Visio, Excel, PowerPoint, Word, PowerBI

• Excellent written and verbal communication skills in English as a minimum

• Project Management and Prioritization skills

• Ability to quickly learn and navigate new processes, tools, people, and cultures.

• Ability to manage stakeholders to ensure execution of projects across teams.

Advantageous for the position

• University Degree Holder

• ITIL Certification

• KCS Certified

WTW is an Equal Opportunity Employer