Knowledge Management Manager Req number: R2219 Employment type: Full time Worksite flexibility: Remote Job Summary As a Knowledge Management Manager, you will act as subject matter expert in knowledge management transfer, training, and software tools. Job Description

We are looking for a Knowledge Management Manager. This position will be full-time and remote.

What You'll Do  

• Work remotely as a member of the Knowledge Management Specialist (KMS) team within CAI's Service Desk Practice of over 250 team members, serving many CAI clients (the primary office is in Newark, DE)
• Manage the KMS team and evaluate performance
• Recruit, train, and support Knowledge Management Specialists
• Execute best practices
• Act as a subject matter expert on the use of organizational knowledge management software and tools; understand the value of strong knowledge management
• Consult with new CAI client SMEs to transfer knowledge and share Service Desk best practices during the very important transition phase of a new client startup on the Service Desk, approximately two months in duration
• Document and/or update existing client knowledge to ensure our CAI Service Desk Analysts have easy-to-follow knowledge articles to enable Level One resolution or appropriate troubleshooting and Level Two ticket assignment when necessary
• Plan and lead client knowledge transfer meetings
• Assist client to define priorities regarding which Knowledge Articles will be ready for the CAI Service Desk team at the start of CAI's support and which topics have lower priority and can be addressed after go-live
• Develop and provide the initial Service Desk Analyst training based on information learned during the Knowledge Transfer with a new CAI client. Training will be a mix of web-based training and small group virtual team training and Q&A
• Use the client ITSM tool or CAI's ServiceNow tool to centrally house Knowledge Articles (KAs), using the standard format for each article
• Use Knowledge Management best practices guidelines in the development and revision of Knowledge Articles
• Quality review monthly metrics reports and other CAI written documentation for grammar, punctuation, and overall content
• Assist various CAI Service Desk teams to build upon and maintain their Knowledge Bases

What You'll Need

Required:

• Bachelor's degree in English, communication, business administration, or technical writing. Alternately, an additional two years of related experience
• ITIL Foundations principles
• 1+ years' experience in a Team Lead and/or Managerial role
• 1-3 years' experience with technical writing or Knowledge Management
• Minimum one year of work experience in a Service Desk or similar technical support environment
• Strong MS Word skills
• Fluency in technical and common office software as well as some customized applications
• Strong conceptual thinking skills and ability to drill down from the overall workflow to step by step procedures
• Strong communication skills (listening, verbal, and written)
• Ability to write procedures that others can easily follow
• Ability to work confidently and professionally with peers, managers, and customers
• Ability to prioritize, execute tasks, and multitask; at times to meet deadlines

Preferred:

• Knowledge Centered Service (KCS) certification

Physical Demands:

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor.

Reasonable Accommodation Statement

If you require a reasonable acco modation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.