Knowledge Manager - Technical Writer/Training Enablement Managed Services

CDW

7d•$63,500 - $88,880

About The Position

We are seeking a detail-oriented and self-motivated Knowledge Manager - Technical Writer/Training Enablement - to join our Managed Services team. The Managed Services Knowledge Management team is responsible for driving quality, standards, consistency, knowledge sharing and collaboration at CDW. The focus is on working as One CDW for our coworkers and clients and driving towards CDW’s growth objectives. The Managed Services Knowledge Management team plays a vital role in supporting the knowledge management efforts within an organization. Primary responsibilities will involve assisting in the development, organization, communication, education and maintenance of information and knowledge, as well as leading medium to large scale knowledge management and process related initiatives. This position is ideal for individuals who are passionate about knowledge management, possess strong organizational skills, and are eager to contribute to a collaborative work environment.

Requirements

Bachelor’s degree required and 3+ years of experience OR, 7+ years of work experience required.
Experience working with ServiceNow, Managed Services, or operational support teams
Strong written and verbal communication skills.
Advanced English grammar and business documentation expertise.
Ability to manage multiple projects and deadlines.
Strong technical aptitude and attention to detail.

Nice To Haves

Business analysis, process improvement, or online learning experience is a plus.
Experience with ServiceNow reporting, workflows, or knowledge management is a plus.
Experience with documentation or communication tools is a plus.
Experience with Video content or walkthrough experience, is a plus.
Experience with process improvement methods and change adoption activities, is a plus.
Experience with Power BI or similar reporting and data visualization tools, is a plus.
Experience in Managed Services, IT Operations, or Enterprise Service Management environments, is a plus.

Responsibilities

Assist and lead in specific areas the development, standardization, and implementation of knowledge management strategies, frameworks, processes and policies aligned with organizational objectives.
Begin working with business leadership to execute KM related strategic initiatives.
Lead the design and implementation of business processes, knowledge management processes, systems, and tools, ensuring efficient knowledge capture, organization, and retrieval.
Design, implementation, and support of solutions for the business utilizing company-approved tools and applications.
Drive analysis of business processes with a focus on identifying opportunities for building efficiencies and introducing automation, when applicable.
Identify and implement best practices for knowledge sharing, collaboration, and knowledge retention.
Collaborate with subject matter experts to capture and document tacit knowledge, best practices, and lessons learned.
Analyze knowledge management metrics and key performance indicators to measure the effectiveness of knowledge sharing initiatives.
Develop and provide guidance to teams and individuals in knowledge management practices, tools, and processes.
Conduct training sessions and workshops to promote knowledge sharing culture and enhance employees' understanding of knowledge management principles.
Lead research initiatives of emerging trends and technologies in knowledge management and recommend innovative solutions for continuous improvement.
Collaborate with IT teams to implement and integrate knowledge management tools and platforms.