Enterprise Knowledge Management Manager

$100,000 - $171,100/Yr

RSM - San Antonio, TX

Full-time - Mid Level

San Antonio, TX

Professional, Scientific, and Technical Services

About the position

The Enterprise Knowledge Management Manager at RSM US LLP is responsible for overseeing projects related to Enterprise Knowledge Management (EKM) and creating and maintaining reports and dashboards. This role focuses on ensuring effective use of knowledge assets and providing data-driven insights for decision-making, while also supporting knowledge and reporting initiatives, system maintenance, training, and operational adoption. The manager will align processes with ITIL standards and develop programs to assess and improve knowledge and reporting within the platform.

Responsibilities

• 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.
• Gather information from business stakeholders to understand their models and needs.
• Create a plan and taxonomy for knowledge management on the ServiceNow platform, aligned with ITIL standards and minimal customizations.
• 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.
• 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.
• Use knowledge content to reduce call volume by driving ticket deflection via the client portal.
• Review and assess program efficacy, making recommendations for improvements or terminations based on performance.
• 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.
• Adhere to enterprise KM governance, architecture, and design policies.
• Monitor usage, search analytics, and ensure workflows and tasks function properly.
• Regularly review and update content to ensure relevance and accuracy.
• Work with knowledge base owners to ensure adoption of processes and procedures.
• 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.

Requirements

• 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
• 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 Mining a plus
• Managing KBs for both technical and non-technical users
• Process development/engineering
• Some project management experience
• 2 to 5 years working in ServiceNow Knowledge Management
• Creating, and modifying standard reports and dashboards in the ServiceNow platform
• Development of Performance Analytics reports in ServiceNow platform
• Ability to work with leaders across multiple levels within an organization

Nice-to-haves

• ServiceNow Performance Analytics Certification Application Specialist

Benefits

• Competitive salary
• Discretionary bonus based on firm and individual performance
• Flexibility in schedule to balance life demands
• Comprehensive benefits package