Email Opening Title IT Support Knowledge Management Process Analyst  EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   Description Coordinates the Knowledge Management program and the Department's Service Knowledge Management Systems by overseeing the process and directing the participants in carrying out the mission, objectives, and best practices of Knowledge-centered Support (KCS). Develops and delivers Knowledge Management, product-specific, and general training programs through professional presentations to assist Enterprise Support employees in providing a high quality product and the best client service. Works with the department's informal KCS coaches in their efforts to gather, analyze document and share knowledge from incidents, problems and solutions with other employees in the Enterprise Support Function. Manages the Knowledge Management vendor relationships such items as new upgrades, new work and features and then any resulting employee training that is needed. Regularly measures and reports the program's effectiveness and data tracking for Senior Management on monthly basis. Establishes relationships with other departments such as IT Operations and Enterprise Business Solutions, to share knowledge relating to problems and known solutions that would be used by others in it. Advocates the use of an internal knowledge self service application called 'Ask It', in order to increase the productivity of peer organizations. Maintains knowledge on new and best knowledge sharing practices and techniques. Defines the formats and standard rules for publishing knowledge in the knowledge systems so solutions are easily retrieved. Chairs the Knowledge Council comprised of Enterprise Support management and informal KCS coaches, and other knowledge stakeholders to help set and implement best practices. Determines training needs within the Enterprise Support organization through skills assessments and effective relationship building with management in order to promote a logical skills and knowledge progression through the Enterprise Support position levels. Meets with employees on career path requirements and assists in creation and administration of career progression structures and requirements from one job level to another. Proactively prepares, enhances, delivers, and evaluates multiple technical, soft skills, and/or job specific training programs of the Enterprise Support personnel. Develops, coordinates, and assists with on-boarding training for new hires and transfers in Enterprise Support, as well as supports the hiring manager with resources covering best practices, interviewing techniques, and skills assessment tools in order to improve quality of the output and service. Ensures integration of new company products, systems, and technologies into appropriate training programs based on the needs of the participants within Enterprise Support. Participates and consults with Enterprise Support project teams, concerning the quality implementation of new company products and systems. Manages the creation, maintenance, and support of repository for training programs and training materials for the benefit of Enterprise Support personnel. Administers and tracks Enterprise Support personnel's certifications in order to enable scheduling skilled Support coverage, leverage bench depth, and facilitate succession planning. Champions and manages system enhancements and BAU maintenance activities for the Department's Service Knowledge Management Systems to ensure the tools are kept operationally sound and up-to-date. Develops and mentors other less experienced Technical Trainers to assist in cross-training into other programs and advance their skill development. Keeps management updated on training progress, changes, and implementations to ensure comprehensive Enterprise Support coverage is in place to respond to incidents and events.   Position Requirements Bachelor's Degree in Computer Science or Business. 2 years of experience in Formal training role. 5 years of experience in IT Service related background an IT infrastructure knowledge.   Category Information Technology   Location NY, Rochester, Rochester 225 Kenneth Drive Office   Full-Time/Part-Time Full-Time   Req Number INF-17-00245   Open Date 10/19/2017   Hiring Manager(s) Marjorie Angeline   This position is currently not accepting applications. To search for an open position, please go to http://AdvancePartners.appone.com

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