Service Knowledge and Workflow Manager

Hub International - Chicago, IL

Full-time - Mid Level

Chicago, IL

10,001+ employees

Insurance Carriers and Related Activities

About the position

The Service Knowledge and Workflow Manager at HUB International plays a pivotal role in guiding key functions within the Technology and Operations Service Management Office. This position is designed to enhance knowledge sharing and optimize service delivery to stakeholders and end users. The Knowledge and Workflow Manager is tasked with ensuring that service delivery intentions are effectively activated through optimal service workflows, supported by quality knowledge resources. This dual-focused role requires close collaboration with HUB service owners to develop, assess, and improve service offerings, leveraging tools, data insights, and user support strategies to enhance service design. In this role, the Knowledge and Workflow Manager will work within the Operations, Strategy, and Planning zone at HUB, partnering with various teams including ServiceNow Solution Managers, ServiceNow developers, Vendor Managers, Project Managers, CMDB Administrators, Data and Reporting Analysts, Business Analysts, Knowledge Owners, and Learning and Change team members. The goal is to ensure that services are created, curated, managed, supported, and effectively communicated to all relevant stakeholders. The position encompasses two major areas: Knowledge Management and Workflow Management. In Knowledge Management, the manager will develop and implement strategies and governance frameworks, oversee the design and maintenance of the knowledge base, manage the lifecycle of knowledge articles, and establish key performance indicators to evaluate the impact of knowledge on service delivery. In Workflow Management, the manager will oversee the inventory of ServiceNow request and incident workflows, co-develop documentation practices, and collaborate with stakeholders to design and implement effective workflows that align with best practices. Continuous improvement and innovation in service workflows will be a key focus, ensuring that any issues or gaps are identified and resolved promptly.

Responsibilities

• Develop and implement the knowledge management strategy, roadmap, and governance framework.
• Oversee the design, creation, maintenance, and improvement of the knowledge base.
• Manage the lifecycle and usages of knowledge articles, ensuring accuracy and accessibility.
• Establish and monitor key performance indicators for knowledge management.
• Coach and mentor service process owners on best practices in knowledge management.
• Communicate with senior management and stakeholders about knowledge management objectives and outcomes.
• Participate in defect review and enhancement request validation for knowledge-related items in ServiceNow.
• Oversee and optimize the inventory of ServiceNow request and incident workflows.
• Co-develop and maintain documentation practices for ServiceNow workflows.
• Partner with stakeholders to design and implement ServiceNow workflows.
• Evaluate and improve the effectiveness of service workflows, identifying gaps or risks.
• Lead service workflow design sessions and train service owners on recommendations.
• Define and monitor roles and responsibilities of service process owners.

Requirements

• Minimum of three years of experience in knowledge management, service desk, or related fields.
• Bachelor's degree in information systems, computer science, business administration, or relevant disciplines.
• Certification or training in knowledge management methodologies, tools, and best practices is preferred.
• Proficient in using knowledge management platforms like ServiceNow, SharePoint, or Confluence.
• ServiceNow capabilities, certification, and use are a plus.
• Lean Six Sigma knowledge and skills are a plus.
• ITIL certification or designation is a plus.
• Insurance brokerage background is a plus.

Nice-to-haves

• Certification in Knowledge-Centered Service, ITIL, or KMBoK is preferred.
• Experience with ServiceNow capabilities and certification is a plus.
• Knowledge of Lean Six Sigma methodologies is a plus.

Benefits

• Competitive salary and performance bonuses.
• Health, dental, and vision insurance coverage.
• 401(k) retirement savings plan with company matching.
• Flexible work arrangements including hybrid and remote options.
• Professional development opportunities and training programs.
• Paid time off and holidays.
• Employee assistance programs for mental health support.