Knowledge Management Specialist

Blue Cross Blue Shield of Massachusetts•Boston, MA

3d•$75,240 - $87,120•Hybrid

About The Position

The Knowledge Management Specialist role provides project support for the Underwriting (UW) Training and Development Team. This support ranges from simple to complex, but is primarily focused on operational and process support for creating and maintaining a high-performance culture specific to UW. The Knowledge Management Specialist is also responsible for the management of the documentation/knowledge management/technical writing workstream. This involves management of SharePoint Sites, ensuring that the documentation system is current and UW resources are up to date. This role also provides oversight of the peer review process for UW teams.

Requirements

Ability to manage in a fast-paced, ever-evolving operations environment.
Ability to manage documentation/knowledge management/technical writing workstream.
Demonstrated qualitative and quantitative analysis.
Detail-oriented with strong organizational skills.
Demonstrated ability to handle multiple priorities in a fast-paced environment.
Excellent communication and writing skills.
Ability to handle difficult stakeholders and maintain standards of customer satisfaction.
Strong interpersonal skills and demonstrated ability to interface with Senior Underwriters, Underwriting Managers, Senior Managers, Underwriting Directors and other management and administrative staff at all levels of the organization.
Show initiative to identify opportunities for improvements and recommend and implement innovative solutions.
BA/BS or the equivalent in business experience.
Experience in SharePoint management, including demonstrated expertise with content management best practices.
Excellent ability to interact with associates at all levels of organization.
Strong communication and presentation delivery skills to both large and small audiences.
Demonstrated experience supporting cross-functional teams.
Demonstrated pattern of taking on ambiguous/new work requiring swift decision-making, autonomy, and sound judgment.
Ability to foster a team environment committed to risk taking, change management, and creativity.
Demonstrated continual personal and professional development.

Responsibilities

Oversees and executes the peer review process for UW teams.
Completes business area requests for new or updated documentation (including process documents, quick reference guides, pricing sheets, and PowerPoint presentation decks); edits and formats submitted content to ensure consistency with other related resources.
Collaborates with subject matter experts (SMEs) for ongoing resource reviews within the documentation system.
Schedules working sessions with SMEs to make updates to documentation if requested.
Ensures adherence to standard protocols for organization, structure, and versioning for the documentation system.
Manages the SharePoint site to ensure that UW teams have pricing, learning, and all required collateral in a timely manner.
Drafts and distributes weekly updates to UW teams to ensure awareness of new and updated content.
Ensures SharePoint permissions align in compliance with role-based information needs.
Assists with SharePoint site reporting as requested by UW leadership.
Ensures completion of on-time, high-quality deliverables to achieve targeted project outcomes/milestones when delegated a project.
Identifies and applies “lessons learned” to support continuous UW improvement efforts.
Focuses on achieving results in a matrixed organizational structure by building collaborative relationships with UW peers and leadership.
Leverages matrix management best practices to foster a team-based model guided by creativity, agility, and the ability to implement rapidly.
Assists in facilitation of cross-functional program or project team meetings.
Assists in tracking project milestones and reporting on key talent metrics.
Supports the Training and Development team with training coordination as needed.
Designs and creates training modules that support new and existing UW curriculum, as well as the development of documents and reference materials in alignment with business requirements.
Assists the Blue Underwriting Intern, Learning and Development (BUILD) Program as needed.
Supports UW new hire onboarding as needed.
Supports department communications based on business priorities and needs.