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.
