Knowledge Manager

JHNA is currently seeking a Knowledge Manager in support of an Army customer in Huntsville, AL. The knowledge manager is responsible for implementing appropriate systems, policies, and processes to transform the use of information, and improve expertise and understanding.

Roles/Responsibilities:

• Assesses incident, problem and service request metrics against knowledge utilization data and takes measures to ensure that the knowledge base is proactively mitigating requests
• Lead and develop knowledge strategy to improve customer experience.
• Boost internal knowledge and add value to the department.
• Collaborate with leadership and the wider organization to improve cross-functional collaboration to ensure that all knowledge is consistent, accurate, current, and relevant.
• Work with a team of SMEs to design, deliver and implement a functional repository of knowledge to improve the customer experience.
• Work with the team and content owners to define priorities for content creation and the publishing of content.
• Curate existing content and package content to the end-users.
• Generate and maintain a list of capabilities the Program offers to include the supporting tool set to provide those capabilities
• Collaborate with Tech Writer and Documentation Team

Qualifications Required:

• Bachelor's degree.
• 4+ years of experience working with knowledge management systems/tools and managing online data/content.
• Advanced knowledge of Microsoft Office products (Word, Excel, PowerPoint, Teams and Outlook) and a general comfort level working with technology systems.
• Strong writing and editing skills.
• Proven track record of using effective consultative skills and processes.
• Ability to build strong relationships across a diverse group.
• Proven track record of managing and delivering simultaneous projects
• SharePoint knowledge and/or experience.
• ServiceNow experience
• Active Secret Clearance
• ITIL v4 Foundations certification