8 days old

Knowledge Management Analyst II - ( KCS V6 certification desired )

Alpharetta, GA 30009

Knowledge Management Analyst II

Available Locations:

  • Alpharetta, GA
  • Norfolk, VA
  • Tempe, AZ
  • El Paso, TX
  • Miami, FL

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.

POSITION SUMMARY:

ADP (NYSE: ADP), with over $7 billion in revenues and approximately 500,000 clients, is one of the largest independent computing services firms in the world. Our services include: a full suite of human resource administrative services; integrated securities transaction processing and investor communications services for the financial services industry; computing solutions for auto and truck dealers and vehicle manufacturers; and computer-assisted auto damage repair estimating, parts availability.

Major Account Business Engineering Solutions Service Initiatives Team is offering an exciting career growth opportunity, the Knowledge Management Information Analyst - Level 2. Major Accounts BES Service Initiatives team provides an alternative career path for associates seeking high impact roles in Major Accounts.

Responsible for participating in the Major Accounts initiative to develop a Knowledge Management function that will result in the organization, sharing, and analysis of all knowledge including resources, documents, and human capital. Additionally, this person would be responsible for ongoing communication and education of the knowledge management vision of Major Accounts BES Service Initiatives.

RESPONSIBILITIES:

  • Responsible for creating and maintaining an organizational knowledge for Major Accounts Service content in Knowledge management System (KMS) using both KMS and Macromedia authoring tools.
  • Make recommendations for modification to ensure ease of use by client service associates.
  • Review alignment of information with organization and team strategy and recommend alternate methods to improve effectiveness.
  • Design knowledge object content in Knowledge Management System (KMS) using defined standards and style guides.
  • Assist in the performance of target audience analysis for the purpose of defining unique user groups (each with their own competency levels) that have finite information requirements for the purpose of defining both the security group parameters for KMS, single sourcing granularity requirements, and taxonomy.
  • Perform information needs analysis on assigned target audience groups for the purpose of developing information base/domain, corresponding knowledge objects, and define all knowledge object attributes required to define the knowledge objects in the KMS for the defined user group(s).
  • Perform analysis on information usage data from the KMS to determine knowledge gaps for assigned user groups defined in the KMS and work with KM Manager to develop prioritized project plans to fill these gaps.
  • Coordinate information development with Instructional Designers to ensure single sourcing of content in reference and training presentations.
  • Monitor trends in knowledge management including process, technology and culture. Identify new methods, tools and change management initiatives that support realization of the Major Accounts Service strategy and vision.
  • Responsible for assisting with the identification, dissemination and incorporation of standards established through Council activities into the KMS.
  • Establish metrics and measurement processes to assess the value of the department's knowledge assets and communicate its progress to KM Manager. Recommend alternative methods to improve effectiveness.
  • Anticipate emerging Service requests; satisfy current requests, and sunset obsolete solutions.
    Perform Quality Assurance, Advanced Editing for Knowledge Object content and design, metadata setting and user profiling for the content in the KMS.
  • Mentor junior level Knowledge Management Information Developers/Analysts (level 1).
  • Ability to work independently in a virtual work arrangement.


QUALIFICATIONS REQUIRED:

  • Education: BA or BS in Education, Business, Human Resources, or other related field or equivalent experience.
  • Prefer: Knowledge Centered Service KCS V6 certification
  • Experience:
    • Minimum 2 years development of content and configuration of Knowledge Objects for Knowledge Management Systems (KMS).
    • Minimum 3 Years experience in a Technical Support Specialist, Regional Project Leader or Call Mentor role.
    • Minimum 3 years of technical writing experience in a corporate environment.
    • 2 years of developing reference and procedures for web publication experience.

Preference will be given to candidates who have the following:
  • Demonstrated ability in developing others as a coach, instructor and/or mentor.
  • Demonstrated ability to meet multiple deadlines and manage heavy workload.
  • Experience in conducting target audience information needs and gap analysis.
  • Excellent verbal and written communication skills.
  • PC Skills including knowledge of Microsoft Office, web authoring tools, graphics s/w.
  • Ability to handle sensitive or confidential information.
  • Previous experience and awareness of the importance and role of external and internal content and management tools such as the Internet, search engine and information retrieval, data mining, document management and enterprise portals and software selection.
  • Proficiency in ADP's products and services. Expert knowledge in Client Service and cross functional processes and procedures required.
  • Strong project management skills are essential as well as a passion for solving business problems using technological solutions.
  • Must be able to communicate effectively and build relationships with all levels of management.
  • The potential candidate must be innovative, creative and detailed oriented.
  • Development of content and configuration of Knowledge Objects for Knowledge Management System (KMS).
  • Demonstrated history of creative information web solutions.
  • Experienced KMS user group analyst and security modeling for defined user groups.
  • Experienced mentoring skills in areas of expertise listed above.
  • Certification in Information Mapping.
  • Call center experience preferred.
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Explore our COVID-19 page https://tech.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.

Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADPs culture and our full set of values.

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Posted: 2021-07-16 Expires: 2021-08-22
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Knowledge Management Analyst II - ( KCS V6 certification desired )

ADP
Alpharetta, GA 30009

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