Knowledge Manager

Software Support Plano, Texas


The Knowledge Manager is responsible for driving organization business improvements in products, services, processes and policies through division-wide knowledge sharing. The incumbent will identify, develop and implement effective knowledge management practices, and serve as a coordinator and advocate of knowledge management-related practices and activities.


  • Develop departmental and cross-departmental systems and processes to ensure an effective and integrated approach to identifying, capturing, evaluating, retrieving, and sharing knowledge assets, including analytics, reporting, knowledge sharing events, and communication on knowledge sharing across the organization.

  • Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.

  • Teach knowledge workers how to ask more of their intelligent resources and ensure they have the perspective, training, and coaching they need to be successful.

  • Inventory and assess current training content and materials to determine their remaining shelf life.

  • Promote knowledge sharing through the organization's operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems.

  • Provide support for the divisional knowledge workers, including client workshops, facilitate feedback for one-on-one guidance, and troubleshooting with respect to Web Self Service.

  • Examine Web Self Service data and lead analytics efforts to understand client usage, key problems, search trends, and provide proactive client consulting on identified trends.

  • Provide leadership in the creation of ‘best practice’ templates, process improvements and knowledge transfer materials to improve efficiencies and customer satisfaction levels.

  • Share experiences across communities of practice, business units, and networks on innovative approaches in knowledge sharing, including preparation of case studies.

  • Be the voice of Support to Development during sprint reviews; provide feedback to development on new features that would be difficult or problematic to support. View the new functionality on the impact to Support, anticipating client and client support questions.

  • Coordinate sprint review attendance with team leads.• Manage internal training programs to ensure Client Support has tools/information to be successful (e.g. Development sprint reviews, organizational readiness trainings).

  • Suggest troubleshooting topics that be added to the Troubleclearing Guide.

  • Facilitate updates for the certification program.

  • Travel may be required, as needed.

  • Perform other duties as assigned.


  • Bachelor’s degree, or comparable work experience.

  • Advanced knowledge and experience identifying, defining, analyzing, and documenting work processes, data and systems.

  • Excellent attention to detail involving defining complex client software requirements (technical and non-technical), processes, etc.

  • Excellent organizational skills with a proven track record of prioritizing and executing on multiple priorities successfully.

  • Excellent research, analytical and critical thinking skills and experience in the technical environment involving performing proficient data/gap analysis with outstanding problem-solving experience anticipating and resolving root issues of new and the most complex problems.

  • Excellent written and verbal communication skills including conveying, documenting, preparing and presenting new ideas to various audiences (including management) on both technical and non-technical information.

  • Knowledge and experience creating and executing on software test plans and reports helpful.

  • Strong Microsoft Office skills.

  • Ability to identify and manage process improvement initiatives.

  • Knowledge of principles and concepts in the discipline for which the training will be based is desired.

  • Exceptional presentation and training skills.

  • Ability to travel as necessary.

  • Valid driver’s license.