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Mgr, Delivery at Deltek Inc

Posted in Other 30+ days ago.

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Type: Full Time
Location: Woburn, Massachusetts

Job Description:

Company Summary: Deltek is the leading global provider of enterprise software and solutions for government contractors, professional services firms and other project-based businesses. For decades, we have delivered actionable insight that empowers our customers to unlock their business potential. 22,000 organizations and millions of users in over 80 countries around the world rely on Deltek to research and identify opportunities, win new business, recruit and develop talent, optimize resources, streamline operations and deliver more profitable projects. Deltek Know more. Do more.

Position Responsibilities: POSITION SUMMARY:
The Knowledge Manager (KM) will have oversight of the Deltek Customer Care knowledge base by developing and maintaining a knowledge base strategy and managing the processes to collect, author, maintain, and deliver content for Customer Care, Consultants, Partners, and Customers. This includes leadership of the content authoring community of practice and oversight of the development and work integration for the Knowledge Management processes including knowledge capture, aggregation, synthesis, quality assessment, storage and dissemination. Other responsibilities include advocacy of Knowledge Management principles and processes across the Care organization to institutionalize Knowledge Management practices and to manage associated change. The Knowledge Manager will be the program manager, creating a communications plan, generating internal and external excitement, advertising best practices, and setting expectations that allow the team to succeed. They will champion organization-wide knowledge sharing, so that the organization s know-how, information and experience are shared across the company and with Deltek customers. They will build consensus and commitment to the knowledge program in a diverse global environment. The KM will monitor and evaluate the knowledge program against external benchmarking and will create and review usage reports to identify knowledge gaps and solutions in need of attention. They will make recommendations for knowledge management tools to support the knowledge creation and maintenance process and to provide users with improved delivery tools. They will coordinate with the delivery managers of contributors to ensure that knowledge management goals are met.

Qualification: Education & Experience:

* B.A. or B.S. in technology, communications, management, or related field

* Industry certification on knowledge best practices a plus

* 5+ years experience with developing and delivering knowledge management tools, systems and techniques

* Experience developing and leading a knowledge strategy & program required

* Experience writing and editing in a technical environment (software industry preferred)

* Experience in a customer support organization desirable

* Experience developing and leading training courses

* Experience with content management & best practices

* Extremely motivated to champion and generate enthusiasm for Knowledge Management as both practicable and how it can improve corporate performance

* Is open to new ideas; shares own knowledge; apply knowledge in daily work; builds partnerships for learning and knowledge sharing

Technical Knowledge & Skills:

* Excellent program leadership skills and track record of delivering commitments on time

* Ability to lead change, coach and manage individuals to improve operational efficiencies

* Skilled at working with multiple teams across geographic boundaries

* Demonstrated ability to communicate and influence effectively across organizational levels

* Ability to create and evaluate reports to identify knowledge gaps and solutions in need of attention

* Ability to gain proficiency with new software tool(s)

* Excellent written and verbal communication skills

* Ability to work independently and in a team environment

* Excellent organizational, time management and project management skills

* Ability to establish cooperative relationships with internal and external knowledge base users

* Demonstrated continuous innovation and skill improvement in a changing work environment

* Effectively handle multiple priorities and meet required deadlines

* Customer focused, assisting both internal and external customers in a friendly and efficient manner

* Experience with Right Now Technologies a plus