Enterprise Knowledge Management Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

The Knowledge/Reporting Manager oversees projects from Enterprise Knowledge Management (EKM) and creates/maintains reports and dashboards. They ensure effective use of knowledge assets and provide data-driven insights for decision-making. Key responsibilities include:

• Planning, coordinating, leading, and supervising team resources.
• Providing status reports and communication.
• Managing project execution with a focus on continuous improvement.
• Guiding teams in problem-solving and influencing change initiatives.

Additionally, they support knowledge and reporting initiatives, system maintenance, training, and operational adoption. They align processes with ITIL standards and develop programs to assess and improve knowledge and reporting within the platform.

Essential Duties

• Knowledge and Reporting Management Program:
  • Develop and execute a comprehensive program for knowledge and reporting management across multiple service lines.
  • Define and articulate the overall strategy, including tools and sites to support business teams.
• Stakeholder Engagement: Gather information from business stakeholders to understand their models and needs.
• Knowledge Management Implementation: Create a plan and taxonomy for knowledge management on the ServiceNow platform, aligned with ITIL standards and minimal customizations.
• Reporting Strategy:
  • Develop and implement a reporting strategy for ServiceNow, ensuring it aligns with organizational goals.
  • Design, develop, and maintain custom reports and dashboards using ServiceNow tools, including Performance Analytics.
• Case Analysis and Knowledge Content:
  • Conduct case analysis to develop a known error database and identify content gaps.
  • Set standards for internal vs. client-facing knowledge and establish content standards and approval hierarchies.
• Ticket Deflection: Use knowledge content to reduce call volume by driving ticket deflection via the client portal.
• Program Assessment: Review and assess program efficacy, making recommendations for improvements or terminations based on performance.
• Support and Training:
  • Provide guidance, support, training, and governance on knowledge and reporting management for consulting teams.
  • Assist business users with complex report and dashboard development.
  • Prepare and deliver user training as needed.
• Governance and Compliance:
  • Adhere to enterprise KM governance, architecture, and design policies.
  • Monitor usage, search analytics, and ensure workflows and tasks function properly.
  • Maintain permissions for knowledge bases and client-facing reports/dashboards.
• Content Review and Maintenance:
  • Regularly review and update content to ensure relevance and accuracy.
  • Monitor and update metadata as needed.
• Additional Responsibilities:
  • Work with knowledge base owners to ensure adoption of processes and procedures.
  • Review categories, metadata, and framework for future needs and growth.
  • Hold monthly KM and reporting meetings to improve usage and provide report development assistance.
  • Enforce enterprise KM strategies and communicate changes to stakeholders.
  • Provide support for KB and reporting-related tickets.
  • Mentor junior team members and potentially serve as a Career Advisor.

Qualifications

Education/Certifications:

• Bachelor’s degree in business, technology, or related business field of study
• ServiceNow CSA Certification, required
• ITIL Foundation Certification, required
• Knowledge Management Fundamentals course, required
• Knowledge-Centered Service Fundamentals Certification, required
• ServiceNow Performance Analytics Certification Application Specialist, preferred

Technical Skills:

• Intermediate experience using Microsoft PowerPoint, Microsoft Visio, Microsoft Word, Microsoft Excel, OneNote, Project
• Experience using Knowledge Management functions in ServiceNow
• Building and modifying reports and dashboards in ServiceNow
• Experience with ServiceNow CSM and/or Domain Separation a plus
• Experience with ServiceNow Process