• VePub Press

Job no: 589842
Work type: Support Staff
Pay Grade: 12
Major Administrative Unit / College: Information Technology Services
Department: It Services Client Services 40000843
Salary: Salary Commensurate with Experience
Location: East Lansing
Categories: Administrative Professionals- AP, Information Technology, Union

Position Summary

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.


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