Knowledge Manager at Kerridge Commercial Systems South Africa

Key Responsibilities:

Duties include:

• Designing, developing, and managing programs related to knowledge management. This includes developing processes and protocols for storing information, making it accessible, controlling access and capturing new knowledge.
• Deploying training, communications, and awareness programs related to knowledge management.
• Identifying ways to improve the current knowledge management system.
• Collaborating with team members to capture new information that can be stored in the knowledge base.
• Maintaining the knowledge management system or platform (Knowledge Base, Customer Forums, Portal Content).
• Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection, analysis, and reporting.
• Promote the use of the Knowledge Management Tooling Encouraging a knowledge-sharing culture across the Customer Services organization.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
• Evaluate, revise and continuously improve the knowledge management framework workflow and procedures
• Understand and recognize key challenges/roadblocks to Knowledge management cultural change and develop effective programs to drive adoption and improve value
• Train the Support team analysts on creating knowledge articles for customer consumption
• Manage the Review process of the Knowledge articles ensuring that content is accurate and up to date at all times
• Identify and evangelize success stories from the Knowledge Management Program.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.
• Review Feedback from employees and also customers to drive improvements to the knowledge management program
• Provide Content and moderation for the Customer Portal and End Customer Community
• Work with the team to develop process best practice for Problem, Change and Incident Management as well as Knowledge
• Use expertise to assist the wider Customer Services Organisations with best practice for Knowledge
• Work with the Global Customer Success Director to drive a culture of Customer Delight

Skills, Knowledge and Experience:

• Bachelor’s Degree in a related field and a minimum 4 years+ practical work experience.
• Extensive experience of implementing Knowledge Management frameworks
• Excellent writing, interpersonal and oral communication skills with a proven ability to write, edit and organise thoughts in a clear concise and well organised manner
• Experience with Process design and efficient information architecture
• Experience with Knowledge base management, databases, wikis etc
• Experience in ITIL and the main processes of Incident, Problem, Change and Knowledge
• Has a continuous Improvement Mindset
• Experience utilising Servicenow for knowledge management
• Experience managing/moderating a community discussion forum
• Strong Problem solving and analytical skills with a solutions orientated approach
• Ability to adapt to changes in business needs and work in a fast-paced environment
• Able to analyse multiple data points to identify trends and determine the likely success of targeted interventions
• Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.