Senior Analyst - Information Technology Knowledge Management

JOB SUMMARY

 

As a member of the Knowledge Management team in the Infrastructure & Delivery Shared Services organization, this position will be responsible for developing and maintaining an IT Knowledge Management practice. This role involves producing the content structure, promoting sharing and developing a Knowledge Management strategy utilizing Marriott’s operational processes, people and systems. 

 

CANDIDATE PROFILE

 

Education and Experience

 

Required

• Undergraduate degree or equivalent experience/certifications
• 5+ years’ experience in Information Technology (IT) and/or Knowledge Management that include: 
  • 3+ years’ experience working with Knowledge Management practices
  • 3+ years’ experience working with ServiceNow or similar ITSM platforms
• Demonstrated ability to assess customer/client needs, creatively approach solutions, and decide and influence appropriate courses of action.

Preferred skills and expertise

 

Technical

• Experience understanding infrastructure and operations data to enable KPI measurements
• Experience responding to user requests and formulating responses using both business and technical knowledge
• Excellent analytical skills where problems are very unusual and extremely difficult
• Experience with business process re-engineering
• Experience identifying and analyzing alternative solutions to complex business requirements and providing guidance and advice
• Proficiency developing ServiceNow dashboards and reports 

General:

• Ability to independently manage small projects while also contributing to larger initiatives
• Experience communicating technical material to non-technical business partners to help them interpret data and uncover actionable information
• Strong interpersonal, written, and oral communication skills
• Experience interfacing with business partners

CORE WORK ACTIVITIES

• Help build, manage, and set direction of the Knowledge Management practice
  • Create, capture, organize, and assess knowledge assets for enterprise use.
  • Coordinate with cross-functional organizations to align Knowledge Management strategies.
  • Develop a robust roadmap strategy for implementing Knowledge Management that builds on industry best practices and leverages tooling and process advancements.
  • Promote the use of Knowledge Management tooling and processes to facilitate the sharing of knowledge.
  • Build and drive a culture of knowledge sharing within Marriott and serve as an advocate for Knowledge Management initiatives.
• Support the development and implementation of training on KM processes and tooling
  • Create and review KPIs for adoption, usage of high-value KM content, and summarize benefits, outcomes, and improvement opportunities for 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 a thought leader on KM Framework implementation and share learnings and best practices broadly within Marriott.
  • 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.
  • Design and develop incentive mechanisms to acknowledge and highlight active participants.
• Complete special projects, as assigned.

 

Managing Projects and Priorities

• Functions as a strategic senior technical expert within the Knowledge Management discipline.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Champions leaders’ vision for product and service delivery.
• Makes and executes the necessary decisions to keep moving forward toward achievement of goals.
• Provides direction and assistance to other teams regarding projects.
• Determines priorities, schedules, plans and necessary resources to promote completion of any projects on schedule.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Thinks creatively and practically to develop, execute and implement new project plans.
• Generates and provides accurate and timely results in the form of reports, presentations, etc.
• Plans, develops, implements, and evaluates the quality of operations.

 

Delivering on the Needs of Key Stakeholders

• Understands and meets the needs of key stake