The Knowledge Specialist is responsible for maintaining & supporting a healthy knowledge ecosystem, as well as contributing and curating knowledge within the organization working with a variety of departments. Knowledge Management is a strategic component of inContact's business and this role helps to ensure knowledge is captured and disseminated, while removing antiquated knowledge from knowledge stores.
Maintains the knowledge repositories within the organization, specifically the knowledge base, but may include other repositories.
Monitors knowledge-related KPI's to drive ROI for knowledge initiatives.
Selects and implements knowledge tools, in partnership with inContact's Information Technology organization.
Supports corporate wide teams to develop, edit, and produce knowledge, evidence-based lessons learned, best practices, and ensuring that all materials are produced in a standard format.
Provides technical support to project teams to initiate and maintain knowledge management practices.
Participates in the Knowledge Management Council, which provides guidance and helps execute knowledge-related initiatives.
Improves processes through better use of knowledge in conjunction with the Project Management office.
Aggregates, standardizes, and manages all knowledge content. May act as an auditor, editor, and publisher of content but not necessarily the acting subject matter expert.
Follow the company Code of Ethics and inContact policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of inContact.
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Required Education, Experience, and Specific Job Related Skills
Bachelor of Science in Business, Information Systems, Computer Science, Project Management or related field or equivalent experience required.
4-5 years working to actively contribute knowledge to the organization as either a Knowledge Manager or similar capacity
Project Management experience
Strong technical writing/editing skills
Excellent oral and written communication skills in English
Excellent analytical skills to analyze metrics/data and make decisions
Ability to disseminate technically complex concepts into a simplified and well-organized format.
The ability to collaborate, get consensus across different teams, and establish productive relationships.
Strong client orientation, with an understanding of client needs and concerns
Strong organizational skills
Ability to work with multiple people and departments
Ability to work independently with little supervision
Ability to work as a team to accomplish results
Highly proficient in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Visio
Knowledge Centered Support (KCS) certification
Experience with Salesforce CRM functionality
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.