Manager, Knowledge Management

ADP is hiring a Mgr - Knowledge Management. The Added Value Services (AVS) Client Experience organization is offering an exciting career growth opportunity in its Business Engineering Solutions Team -- the Knowledge Management Manager.

This person will be responsible for ongoing development, communication and reinforcement of the knowledge management vision of AVS Client Experience. This includes the planning and execution from implementation to maturity of a Knowledge Centered Service (KCS) model across all AVS businesses.

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Summary

The Knowledge Management Manager is responsible for the overall management, long term planning and day-to-day administration of the knowledge management disciplines. This includes managing personnel, managing and developing the Knowledge Management practices and service offerings; directing the research and implementation of tools and technologies to ensure the capture, management and deliver of corporate knowledge. Direct the delivery of knowledge to customer support specialists and the delivery of web self-service to customers. Direct training, public relations and processes that ensure a knowledge sharing culture throughout the organization. This position will also identify new trends in the industries; provide customer self services; collaborate on the development of taxonomies and content management; and maintain Knowledge Management alliances within the company.

RESPONSIBILITIES:

• Directly manages the knowledge management staff including hiring, salary administration, addressing performance management problems and performance reviews.
• Leads and manages major projects with an overall accountability for project success. Accountable for IT project delivery and direction as it related to Knowledge Management. Works with management and teams to establish project performance goals, metrics, and baselines. Establishes and maintaining effective communications with team members, stakeholders, senior management and contacts. Communicates project status to identified stakeholders through routine status reports and meetings. Initiates and maintains issue logs, taking responsibility for identifying and coordinating resolution of all technical and business issues.
• Oversees the compilation of data and analyzes past and current year knowledge management requirements to prepare budgets and justify funds requested. Monitors department operations and performance relative to budget, analyzes variances and takes corrective action as necessary.
• Continuously researches, identifies, captures, understands and brings to best practices, standards, tools, methodologies and capabilities. Actively seeks to identify and close skill gaps with the IT and Knowledge Management departments.
• Leads the development of knowledge management standards and, working through the technical support managers and senior staff, ensures that knowledge articles meet established standards.
• Represents Knowledge Management to staff and management to determine training and technical needs, and to inform management of the department's programs and goals.
• Reviews operating results of the departments, compares them to established objectives and takes steps to ensure that appropriate measures are taken to correct unsatisfactory results.
• Works closely with IT to oversee the development/implementation of knowledge network servers, development, test, and production environments. Ensures that software and hardware is tested prior to overall deployment.
• Responds to information needs through implementation/modification of knowledge management tools and processes.
• Develops knowledge management policies, programs and schedules, based on identified knowledge needs, company processes, or changes in products, procedures, or services.
• Established and maintains an effective system of communication throughout the knowledge management organizations.
• Actively participates with peers in the strategic planning for the Client Services and IT areas and leads the strategic and tactical planning for the knowledge management group. Ensures that knowledge management group's plans support the high-level strategic plans of Client Services and Development.
• Monitor trends in knowledge management including process, technology and culture. Identify new methods, tools and change management initiatives that support realization of the AVS strategy and vision.
• Establish metrics and measurement processes to assess the value of the department's knowledge assets and communicate its progress to senior management. Recommend alternative methods to improve effectiveness.
• Performs other related duties as assigned.
• 20% Monthly travel required.

QUALIFICATIONS REQUIRED:

Education:

• BA or BS in Education, Business, HR or other related field or equivalent experience.

Experience:

• Ability to travel to ADP offices 2-3 times a year for events highly necessary
• Minimum of 5 years in a Knowledge Management leadership role.
• Previous experience and awareness of the importance and role of external and internal content and be familiar with knowledge management and collaboration tools such as: search engine and information retrieval; data mining; document management and enterprise portals; software selection.
• AI Authoring Tools 
• Proven experience and demonstrated ability to effectively manage teams of technical professionals to develop and deploy tools and services, to manage and evolve knowledge management services as markets change and to manage both revenue and expenses in a similar environment.
• Requires very strong oral, listening and written communication skills, the ability to lead meetings and make presentations, Also, requires the ability to articulate and drive adoption of goals and objectives.
• Requires strong problem solving skills, the ability to rapidly assess and resolve customer/client concerns and to creatively respond to concerns about services without compromising the Company's ability to continue to profitably provide training services.
• Strong desktop application skills including spreadsheet, word-processing and database skills are required. Understanding of and ability to develop and manage budgets using spreadsheets is also required.
• Demonstrated ability to respond effectively to multiple conflicting priorities, continuously prioritize and reprioritize deliverables and to respond to unexpected changes is required.
• Ability to handle sensitive or confidential information