Isn - Oklahoma City, OK
posted 4 months ago
ISN Corporation is seeking a dynamic and experienced Knowledge Manager for a large, high-volume government omni-channel contact center. The Knowledge Manager will be responsible for developing, implementing, and managing knowledge management strategies and systems that enhance the efficiency and effectiveness of the organization. This role is crucial in ensuring that critical information and knowledge are captured, organized, and made accessible to employees, thereby fostering an environment of continuous learning and improvement. The Knowledge Manager will oversee the entire knowledge management process, which includes content analysis, document management, data capture, and the maintenance of shared storage locations. This position requires a proactive approach to overcoming potential blockers and mitigating risks, as well as adaptability to changing circumstances. The successful candidate will also be responsible for developing Standard Operating Procedures (SOPs) related to Knowledge Management, which includes flagging articles for revision, editing, approving new content, and auditing existing articles to enhance customer experience. In addition, the Knowledge Manager will develop a knowledge training program aimed at teaching employees how to effectively use the KM IT Tool and contribute articles to the KM database. This role demands technical writing, data analysis, and strategic planning skills, along with a strong background in CRM configuration and operations, as well as KM integration with digital properties such as Intelligent IVR and Chatbot.