This position will serve as leader, visionary, liaison and steward for knowledge management at MSU IT. Provide strategic direction for knowledge base and quality assurance. Collaboratively develop, audit and maintain content, processes, and procedures that will enhance customer service and increase first level resolution.
The position will also:
Collaborate with key stakeholders to assess current state of MSU IT knowledge systems and performance measures.
Incorporate industry best practices into knowledge and qualtiy assurance programs.
Design and maintain metrics related to knowledge use and effectiveness.
Develop, maintain, and follow processes for continual creation and review of knowledge articles.
Consult with stakeholder units to design, review and implement training plans for the knowledge program.
Collaborate with the Project Management and Service Management Offices to assess, develop and maintain knowledge processes for onboarding new systems.
Collaborate with Customer Service Center leaders to develop a comprehensive quality assurance program for the Customer Service Centers to include objectives, standards, key performance indicators, reporting and execution.
Maintain relevant technical knowledge and demonstrate an ability to stay current on best practice as they relate to knowledge management and information technology.
Develop presentation materials and conduct presentations.
MSU Information Technology provides the primary leadership for strategic, financial, and policy initiatives affecting information technology (IT) across MSU. MSU IT offers technology resources that support MSU’s mission of providing education, conducting research, and advancing engagement.
Unit Specific Education/Experience/Skills
Knowledge equivalent to that which normally would be acquired by completing a four-year college degree program in Computer Science, Information Systems, Business or related information technology field, with coursework in an information technology specialization related to the area of employment; one to three years of related and progressively more responsible or expansive work experience in an information technology area related to the duties to be performed; experience with ITSM software (ticketing system) for knowledge implementation, workflow and reporting; project or program lead and/or managerial experience; or an equivalent combination of education and experience.
Bachelor's Degree in Information Technology, Communications, or a related field.
3-5 years' experience within a technical service desk and/or contact center environment.
Experience with Business Process Management.
Knowledge Center Services Certification
ITIL v3/v4 Foundations Certification
HDI Certification (Knowledge Center Service, Support Center Analyst, Support Center Team Lead, etc.)
Public speaking and presentation experience
Strong knowledge of industry best practices for knowledge programs
Effective verbal, written and interpersonal communication skills
Required Application Materials
Resume, cover letter and a independently authored knowledge article.
Bidding eligibility ends 7/9 at 11:55 PM
Internal Number: 589842
About Michigan State University
Spartans work every day to advance the common good in uncommon ways.Together, we tackle some of the world?s toughest problems to find solutions that make life better?from alternative energy to better food safety to breakthrough medical and environmental applications achieved through rare isotope research.We teach. We explore and we discover. We collaborate and lead. We innovate, inspire, and empower. We achieve our potential and create circumstances that help our students and others achieve theirs.We're good at it, and we've been at it for more than 150 years.The nation?s pioneer land-grant university, MSU began as a bold experiment that democratized higher education and helped bring science and innovation into everyday life. The revolutionary concept became a model for the nation.Today, MSU is one of the top research universities in the world?on one of the biggest, greenest campuses in the nation. Home to nationally ranked and recognized academic, residential college, and service-learning programs, we?re a diverse community of dedicated students and scholars, athletes and artists, scientists and leaders.In ways both practical and profound, we work to create a stronger, more sustainable, and more hopeful future for all.