Job description
Job Description
Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as Knowledge Management-Specialist for the NIH IT CSPSS customer service Portfolio that consists of a full range of NIH IT Service Desk and Desktop Support services, IT Training, and related resource services. The NIH IT Service Desk provides technical support to the NIH community via the World Wide Web and phone. The Service Desk receives over a thousand requests for service every business day.
Where issues cannot be resolved in-house, they are assigned to support staff in each of NIH’s ICs. Support cases are assigned and resolved using the NIH IT Service Desk IT Service Management System (ITSM), supported by the CIT Business Application Services (BAS) and the Service Desk’s Automated Call Distribution System administered by CIT Unified Connectivity and Communication (UCC) service area.
The candidate will be responsible for the success of the Knowledge Management framework implemented across Site Operations and will drive continuous improvement of this framework in collaboration with key stakeholders and the KM team members. The specialist will develop the topic list and produce the structure of the content. In addition, this specialist will promote sharing and enable content uptake and organizational learning strategy development utilizing the organization's operational business processes, people, and systems.
Key Tasks and Responsibilities
- Build, manage, and set direction of the Knowledge Management Framework and team members
- Create, capture, organize, and assess knowledge assets for enterprise use
- Coordinate with cross functional organizations to align KM strategy with broader organizational learning strategies
- Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements
- Promote use of knowledge management tooling and processes to facilitate sharing of knowledge
- Build and drive the culture of knowledge sharing within Site Operations and serve as the advocate for KM initiatives within Site Operations
- Support the development and implementation of training on KM processes and tooling
- Create and review KPIs for adoption, usage of premier (high value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities to the organization
- Assist with resource planning as applicable to strengthen and expand KM initiatives
- Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales
- Be the thought-leader on KM Framework implementation within Site Operations and share learnings and best practices broadly within the Infrastructure Data Center (IDC) organization
- Understand and recognize key challenges/roadblocks to KM cultural change and develop effective programs to drive adoption and improve KM value
- Bring relevant industry insights to incorporate into the KM Framework
- Identify and evangelize success stories from the Knowledge Management Program
Job Requirements:
Education & Experience
- BA /BS or higher degree in business administration, business management, information technology or organizational communication.
- Minimum of 4 (4+) years of related experience.
Certifications
- HDI Support Center Manager Certification (Required to obtain within six months of starting)
Security Clearance
- Ability to pass and obtain government required background investigation.
- US Citizen or permanent resident
Other (Travel, Work Environment, Administrative Notes, etc.)
- Local travel only to customer site
Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.
Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at
314.952.5138 or URL blocked - click to apply.Job Snapshot
Employee Type
Full-TimeLocation
Bethesda, MDJob Type
Information Technology, ManagementExperience
Not SpecifiedDate Posted
04/03/2023Job ID
3503/2464/16694laviolettawines.com.au is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, laviolettawines.com.au provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, laviolettawines.com.au is the ideal place to find your next job.