IT Knowledge Manager

Company: Konica Minolta
Location: Phoenix
Posted on: January 16, 2022

Job Description:

All Covered, IT Services Division of Konica Minolta Business Solutions (KMBS), is the leading national IT services company serving SMB to enterprise markets. Offering a wide variety of career opportunities, All Covered is an excellent choice for motivated IT professionals interested in a stimulating and progressive work environment.
With over 1,000 employees across the U.S. and Canada, All Covered has a highly skilled team of professionals focusing on superior quality service delivery to our customers. We offer hands-on technical training on the most relevant technologies in the industry and career path advancement in all levels of the company.
Please join us in our exciting growth and pursue a rewarding career with All Covered!Position ObjectiveThe ideal candidate possesses an upbeat and enthusiastic personality capable of thriving in a fast-paced dynamic environment; is passionate about providing an outstanding support experience for our clients. The incumbent will oversee the entire Knowledge Management initiative including curation and delivery to internal and external clients; manage the internal training program to ensure continual service improvement and overall client satisfaction.Essential Job Functions - Implements KCS best practice and process to reduce/eliminate value erosion - Actively manage curriculum specialists/coaches toward assigned goals - May provide mentoring and informal leadership/coaching to other agents/engineers - Communicate with technology engineers/experts - Develop/improve knowledge management - Ensure knowledge accuracy and availability - Drives consistency in documented KB articles/solutions - Reviews processes and makes recommendations toward continual service improvement - Maintains relevant content for new hire and continued training in the LMS - Ensures delivery and consumption of live and recorded training sessions across the remote support organization - Use survey tools to garner and summarize feedback to report on effectiveness and efficiency - Contributes to the development and maintenance of a balanced scorecard - Embarks quality assurance efforts to ensure process understanding and adoptionCompetencies (Knowledge, Skills and Abilities) - Effective and accurate writing for technical and non-technical audiences - Demonstrated ability to create and deliver compelling presentations (PowerPoint, Visio, etc) - Learning Management System (LMS) administration - Adept with development of training video (Camtasia or similar) - Thorough understanding of Knowledge Centered Services - Knowledge of quality assurance principles - Experience managing/delivering QA functions - KPI reporting - ITSM Knowledge Management system(s) - Service Now preferredExperience, Educational Reqts and CertificationsKnowledge Manager meets the following criteria for education and experience - Undergraduate degree in a related discipline - At least 4 years of experience working as a leader in a mature Knowledge management environment - ITIL Foundations v3/4 - KCS v6 Program ManagerKonica Minolta Offers: -

• Outstanding benefits package (including medical, dental, vision, life insurance)
• 401(k) plan with matching company contribution
• Generous holiday and paid time off schedules
• Ongoing professional development training
• Visible, exciting work supporting sales of cutting edge technology and workflow solutions.Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Keywords: Konica Minolta, Phoenix , IT Knowledge Manager, IT / Software / Systems , Phoenix, Arizona