Job Description

Description
The KCS Program Manager is a thought leader who works closely with internal support agents, managers, and stakeholders to deliver authoring, publishing, management, and governance using KCS methodologies and best practice standards to ensure division-wide knowledge sharing.
Responsibilities

• Responsible for the development, implementation, and continued improvement of an enterprise-wide Knowledge Management strategy.
• Implement the KM strategy by creating plans and executing on deliverables in collaboration with Tyler CX Center of Excellence leadership.
• Function as the Project Manager for the ERP KCS Adoption Team; coordinate design activities, complete the KCS Opportunity Assessment Survey, establish and drive regular meetings with the adoption team, and advise and educate on search engine optimization.
• Collaborate with enablement managers to define and deliver a comprehensive training program that incorporates all roles in the KM strategy.
• Create a culture of knowledge sharing by communicating the vision and shifting support teams to the role of proactive knowledge workers.
• Develop training materials, including video overviews of self-service best practices for both agents and customers, product documentation, help articles, and user guides.
• Audit existing content, create a migration plan, and execute on the plan with the adoption team.
• Pilot the process with existing tools in ERP & Schools before solution search.
• Regularly report on performance metrics and insights as they pertain to the program to assist leadership in driving continuous improvement.
• Establish clear 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 online customer experience.
• Lead efforts for agent search adoption, including conducting usability audits, surveying agents on functionality and relevancy, and creating and delivering action plans based on outcomes.
• Deploy and ensure the ongoing success of the Knowledge Management Program for managing content, including content development, maintenance strategies, and key performance indicators to manage program efficiency.
• Establish and communicate the change-management process to leadership

Qualifications
The KCS Program Manager must be able to:
Influence without authority and drive success in highly complicated technology environments involving multiple teams.
Define and measure self-service success for staff and clients.
Ensure KM program adoption and proficiency within the organization.
Demonstrate project leadership and excellent organization and prioritization skills, managing multiple projects/priorities simultaneously.
Demonstrate a technical understanding of web application, knowledge management, content management, and search tools architecture.
Demonstrate the ability as a facilitator and consensus builder to analyze and understand business processes and unite for success.
Form trusted advisor relationships and establish collaborative relationships with Knowledge Workers and Tyler-wide counterparts to ensure organizational consistency and issue resolution.
Demonstrate expert knowledge of the KCS concept, problem management, tools and procedures, and KM/content strategy concepts, such as taxonomy, content life cycle, and governance.
Demonstrate a creative ability to cultivate a global perspective and innovate to promote self-service success.
Complete highly challenging tasks independently/interdependently.
Maintain composure under pressure and accurately assess and resolve problem situations.
Work effectively in a fast-paced, team-based, customer service-oriented environment.
Recognize and react appropriately to the complexity and criticality of incidents related to the knowledge management function.
Demonstrate the ability to present status updates and recommendations to executive leadership.
Maintain a courteous, professional, and confident demeanor.

Skills Required