IT Knowledge Manager

Presbyterian Healthcare Services

1d • Onsite

About The Position

Build your Career. Make a Difference. Presbyterian is hiring a skilled IT Knowledge Manager. This person will provide a single point of contact for one or more IT Service Management process(es), responsible for planning and coordination of day-to-day activities required to carry out, monitor and report on the process for which they are responsible.

Requirements

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience.
• 6 years of additional experience can be substituted in lieu of degree.
• Knowledge of process analysis principles

Nice To Haves

• Mastery of ITIL 4 and Knowledge Management: Possesses a strong grasp of ITIL 4 practices, particularly in Knowledge Management, content curation, and technical writing within an ITSM environment.
• Proficient with ServiceNow: Experienced in administering the ServiceNow Knowledge Management application, overseeing governance, and reporting on KPIs to ensure effective knowledge management processes.
• Collaborative knowledge curation and training: Works closely with Subject Matter Experts, Service Owners, and other key teams to curate organizational knowledge, and creates, coordinates, and delivers training sessions on various ITSM topics.
• Exceptional communication and instructional skills: Excels at communicating and presenting complex technical ideas in a clear, accessible manner. Has a solid understanding of project management concepts and is familiar with instructional design principles.

Responsibilities

• The position will provide the authority or ability to make changes in the process as required and manage process(es) end-to-end so as to ensure optimal overall performance.
• Responsible for managing all process documentation and supporting all enhancements to the process.
• Works across the organization to identify, design, analyze and develop processes in line with business and technology requirements.
• This position requires knowledge across multiple infrastructure platforms and processes
• Partners with the Technical Subject Matter Experts to provide process requirements for building or modifying tools that support the process.
• Coordinates the design, development and maintenance of one or more of the processes and related procedures within the ITSM Lifecycle.
• Coordinates the planning and management of support for the processes and for the toolset supporting the processes
• Coordinates interfaces between ITSM processes and other service management processes
• Coordinates the monitoring of the effectiveness of the processes and makes recommendations for improvement.
• Coordinates the production of management information through the definition of CSFs and KPIs for the processes within area of responsibility

Benefits

• All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.
• Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level