Knowledge Program Manager
Arrow Electronics

Ohio, Ohio

Posted in Electronics


This job has expired.

Job Info


Position:

Knowledge Program Manager


Job Description:

The ideal location for this role is Denver but there is a possibility to be remote in the US for the right candidate!

The KCS Program Manager will own and lead the continuous journey of Knowledge Centered Service within the global IT organization. This role will ensure that operational support team members are using knowledge to achieve KCS objectives for faster resolution to known issues while creating bandwidth for support teams to focus on more complex and higher profile tasks. They will grow a comprehensive knowledge culture and communication strategy with the goal of ensuring an enhanced support experience for Arrow end users. The KCS Program Manager will promote understanding that capturing and sharing knowledge is viewed as being of the highest value and an integral part of the IT issue resolution and prevention workflow.

What You'll Be Doing

  • The development, implementation, and continued improvement of a KCS strategy Implementation of KCS strategy by creating plans and executing on deliverables in collaboration with the Technical Support Teams
  • Function as the Program Manager for a KCS Adoption Team; establishing and driving regular meetings with the adoption team and advising and educating around online support optimization.
  • Collaborate with operational support managers across global regions to define and deliver a comprehensive training program that incorporates key roles in the KCS strategy.
    Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
  • Use tools and insights from reporting metrics pertaining to the program to assist leadership to drive process improvement.
  • Establish accountability in all managers to make KCS a core competency, integral to business processes and success.
  • Design, implement, and create a consistent experience that continuously improves the end-user experience.
  • Deploy and ensure ongoing success of the KCS program for managing content, including content development, maintenance strategies and key performance indicators to manage program efficiency.
  • Provide knowledge workers with continuous visibility to the impact of their contributions.

What Are We Looking For?

  • Prior experience with design and implementation of a Knowledge Management system in a multi-national corporate setting
  • Proven understanding of Knowledge Management best practices - KCS certification required
  • Ability to communicate with and influence cross-functional stakeholders
  • Ability to work collaboratively across different business units and levels including IT teams
  • Thorough experience with knowledge management practices within ServiceNow.
  • Expert project leadership and change management skills
  • Proven coaching skills across different levels and functional areas
  • Self-motivated and able to thrive in a remote working environment

What's In It For You?

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That's why we offer competitive financial compensation, including various compensation plans, and a solid benefits package.

  • Medical, Dental, Vision Insurance
  • 401k, With Matching Contributions
  • Paid Time Off
  • Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
  • Growth Opportunities
  • Short-Term/Long-Term Disability Insurance
  • Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit)
  • On-site Café with Catering Option for Busy Lifestyles
  • 24/7/365 On-site Gym and Lockers, Free for Use to All Employees!
  • Bike Racks
  • And more!

Annual Hiring Range/Hourly Rate:

$90,000.00 - $110,000.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.


Location:

US-CO-Denver, Colorado (Panorama Arrow Building)


Time Type:

Full time


Job Category:

Information Technology

EEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)


This job has expired.

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