Knowledge Management Lead

Company Description

Job Description

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Job Description

Are you ready to unleash your full potential?  We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.

About the team

The Global Knowledge Management Process team’s prime objective is to support Worldpay’s strategic mission to deliver best in class service through agile, reliable, and sustainable processes built on the Knowledge-Centered Service (KCS) methodology.  The team defines and governs processes to ensure standardized methods and procedures are adopted in support of efficient and prompt handling of all cases to minimize adverse impact on business operations.  The team’s function can mitigate the risk of unplanned costs and labor for both business and IT support staff.  Knowledge Management is central in capturing, structuring, reusing and improving our collective knowledge and is integrated into ITSM processes to support quick resolution of issues.

What you will be doing

You will work along with the Global Knowledge Management Process Owner to facilitate and support the process and enable a trusted advisor relationship across the enterprise.

You will be part of a team responsible for the overall management, continuous improvement and ongoing maintenance of our Global Knowledge Management process. You will work closely with the Global Knowledge Management Process Owner and stakeholders to understand their needs and requirements and implement solutions to meet those needs.

Responsibilities:

• Ensure the Global Knowledge Management process built on the Knowledge-Centered Service (KCS) methodology is adopted and that knowledge articles follow the Knowledge-Centered Service (KCS) Governance and Standards put in place to ensure articles are easy to consume, find and meet the appropriate quality required

• Support the Global Knowledge Management Process Owner in defining strategy and long-term plans for improving self-service and assuring quality in the global knowledge management program

• Maintain relationships and collaborate with key stakeholders, influencing and driving adoption of Knowledge-Centered Service (KCS) best practices focused on creating efficiencies in processes and workflows through solve loop activities

• Assist in the development of trends and analysis of Knowledge Management data, to help develop insights into Knowledge Management process performance and measurements of both the process itself

• Support existing knowledge management tools and technologies, including knowledge databases, self-service portals and data extraction and workflow systems, by providing technical expertise and liaising between IT and other stakeholders

• Manage and maintain the existing metadata collection processes; collaborate with Knowledge Management community to explain the scope of metadata captured, while leveraging it to develop additional knowledge management tools

• Flexibility to acquire knowledge of new systems and practices in accordance with organization need, including document automation and other ITSM process improvement tools.  Stay abreast of new technologies that impact IT service delivery

• Act as an ambassador and evangelist for Knowledge-Centered Service (KCS) & Knowledge Management while interacting with other departments

What you bring:

• Technical Bachelor’s degree in Information Systems, Computer Science or related fields of study will be considered, or the equivalent combination of education, training or work experience. 

• In depth understanding of ServiceNow Knowledge Management capabilities

• At least 3 years experience administering the Knowledge-Centered Service (KCS) methodology within the ITSM space

• At least 5 years Process management background and experience of Service Transition – particularly related to Knowledge

• Tenure operating in a global, fast-paced environment with an emphasis on positive change and adaptive working practices

• Expert in engaging and building successful relationships with stakeholders of the Knowledge Management process

• At least 3 years experience managing Knowledge workflows and ensuring quick availability of content to the target audience

Added bonus if you have:

• Certification in KCS v6 Practices

• Certification in ITIL v3/4

• Technical writing / editing experience

• Experience working in financial services

What we offer you

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities

• The chance to work on some of the most challenging, relevant issues in the payment industry.

• Time to support charities and give back in your community.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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