Job Information
City of New York IT Knowledge Manager in New York, New York
Job Description
The New York City Housing Authority (“NYCHA”) is the largest public housing authority in North America. NYCHA’s mission is to increase opportunities for low- and moderate-income New Yorkers by providing safe, affordable housing and facilitating access to social and community services. Over 500,000 New Yorkers reside in over 300 developments offering residents public housing, Section 8 and PACT/RAD programs.
The NYCHA IT Department is seeking to hire an IT Knowledge Manager, reporting directly to the Director of Customer Service Excellence within the IT Service Management (ITSM) Department. The Knowledge Manager, will be responsible for developing and implementing strategies to capture, organize, and disseminate knowledge within the organization. Collaborate with various teams to identify knowledge gaps, streamline information flow, and facilitate knowledge sharing initiatives.
Responsibilities will include, but are not limited to the following:
Establish and enforce Knowledge standards, policies, and procedures.
Develop and execute roadmap for Knowledge Management within the ServiceNow platform, considering business objectives and user requirements.
Use industry best practices, implement process and technical solutions in ServiceNow that align with organizational goals and enhance the user experience.
Act as the subject matter expert on Knowledge Management within the ServiceNow platform, providing guidance and support to internal teams and users as needed.
Build and maintain strong, cross-functional relationships while demonstrating exceptional organizational skills.
Monitor and analyze key performance metrics to assess the effectiveness of Knowledge Management initiatives and identify areas for improvement.
Develop key knowledge-centered support processes, including integration with incident management and problem management processes.
Make recommendations for new content development based on data and analytics such as user feedback ratings, search results feedback, views and case resolutions.
Manage site content ensuring pages are organized, current, appear professional and provide workflow capabilities that support Organization mission and goals.
Drive the adoption of Knowledge Management best practices and standards across the organization, including content creation, content updates, and overall lifecycle management.
Submit, approve knowledge submissions, and publish Knowledge items in the Knowledge Management System.
Qualifications
A baccalaureate degree from an accredited college in computer science, engineering or a related field and four years of satisfactory full-time experience related to information technology service management, process management, operations;
A baccalaureate degree from an accredited college and eight years of satisfactory full-time experience related to information technology service management, process management, operations;
Education and/or experience which is equivalent to "1" or "2" above.
Additional Information
The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.