Knowledge Management Specialist - talech, a U.S. Bank Company
Company: U.S. Bank
Location: Austin
Posted on: May 26, 2023
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Job Description:
At U.S. Bank, we're on a journey to do our best. Helping the
customers and businesses we serve to make better and smarter
financial decisions and enabling the communities we support to grow
and succeed. We believe it takes all of us to bring our shared
ambition to life, and each person is unique in their potential. A
career with U.S. Bank gives you a wide, ever-growing range of
opportunities to discover what makes you thrive at every stage of
your career. Try new things, learn new skills and discover what you
excel at-all from Day One.
Job Description
Knowledge Management Specialist - Job Description
talech is an innovator in the Point-of-Sale space for small and
medium businesses (SMB).
In 2019 it was acquired by US Bank and is now driving the
development of a comprehensive digital experience for SMBs where
the interface to the customers is the talech POS.
The Customer Success Function:
The Customer Success (CS) function works to ensure our customers
maximize the value they receive from the solutions they acquired
from us, while making them raving fans of the company. The CS team
works to expand the solutions the customers utilize from the
company, to provide more value to them as well as more revenue to
the company.
The practices within the CS function are: Professional Services
(PS), Technical Support (TS) and Customer Success Management (CSM)
CS Operations (CS OPS) and Knowledge, Training & Sales Enablement
(K&T)
The Education and Enablement (EE) Practice:
The Education and Enablement organization has three streams,
Knowledge Management, Training Development & Delivery, and Sales
Enablement. We are responsible for the development, delivery,
enhancement & management of all education material, tools &
knowledge networks, in a wide variety of formats (documents,
presentations, videos, scripts, audio, face-to-face, 1:1 and 1:
many, and more) for our team members, customers and partners.
The Role: Knowledge Management Consultant
Primary responsibilities will include, but are not limited to:
Content, Knowledge Asset Creation and Management:
The creation, update and management of knowledge assets for our
teams, partners & customers
Creating training decks, work instructions, FAQs, assessments,
knowledge articles, product documents, release updates, process
flows, templates, job descriptions, and case studies, infographics,
videos, simulations, presentations, Wikis & confluence spaces.
Prepares documentation for new or existing Knowledge, Audit, review
and approves Knowledge Submissions
Retire outdated content, update existing content across
platforms
Assists in establishing and improving the KM processes
Knowledge Networks:
Enable the sharing of tacit and explicit knowledge across the
organization through the creation of networks
Identify & engage subject matter experts, knowledge champions,
process trainers
Crowd source Knowledge Articles and engage the network across
multiple platforms
Tools & Reporting
Day to day management of the knowledge management tools like the
internal Knowledge Repository, In-app Guidance, LMS, both from an
administration and content perspectives.
Update internal knowledge base Confluence & manage Jira tickets for
KM
Measure and Track consumption of training, artifacts, adoption of
tools, etc.
Effective tracking, reporting and management of KM & Learning
systems, initiatives and projects
Basic Qualifications
Bachelor's degree, or equivalent work experience
Three to five years of relevant experience
Preferred Skills/Experience
Experience in knowledge management and content creation/training -
the design, delivery, administration and evaluation of knowledge
assets and knowledge initiatives.
Effective consultative, project management, analytical, planning
and organizational skills
Strong interpersonal skills and track record of building
collaborative relationships Superb communications skills & strong
interpersonal skills and track record of building collaborative
relationships
Is high on execution, data driven and analytical with a propensity
for hands-on work
Strong Experience with tools used for Knowledge Mgt and/or Training
including: CMS & CRM tools - Salesforce, Service Cloud, Confluence,
Customer Success Mgt platforms, LMS, In-App Guidance, etc.
Experience with SaaS solutions and Cloud technologies
Experience with POS solutions and/or work with SMBs in Retail,
Restaurants and/or Services fields is a major plus
Ability to adapt to a rapidly changing product and respond
strategically to customer needs
High on integrity and fun to work with, makes people want to work
with them
Salary: Full Time Employee
Location: Arizona USA
Reporting to: A ssociate Director Education and Enablement:
Knowledge Management
If there's anything we can do to accommodate a disability during
any portion of the application or hiring process, please refer to
our disability accommodations for applicants
(https://careers.usbank.com/global/en/disability-accommodations-for-applicants)
.
Learn how the way we work at U.S. Bank
(https://assets.phenompeople.com/CareerConnectResources/prod/UBNAGLOBAL/documents/Thewaywework-1666895142717.pdf)
drives meaningful relationships with our customers and
collaboration across the company.
Benefits:
Our approach to benefits and total rewards considers our team
members' whole selves and what may be needed to thrive in and
outside work. That's why our benefits are designed to help you and
your family boost your health, protect your financial security and
give you peace of mind. Our benefits include the following (some
may vary based on role, location or hours):
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and
tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to
80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a
diverse workforce. We consider all qualified applicants without
regard to race, religion, color, sex, national origin, age, sexual
orientation, gender identity, disability or veteran status, among
other factors. Applicants can learn more about the company's status
as an equal opportunity employer by viewing the federal KNOW YOUR
RIGHTS
(https://eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)
EEO poster.
E-Verify
U.S. Bank participates in the U.S. Department of Homeland Security
E-Verify program in all facilities located in the United States and
certain U.S. territories. The E-Verify program is an Internet-based
employment eligibility verification system operated by the U.S.
Citizenship and Immigration Services. Learn more about the E-Verify
program
(https://careers.usbank.com/verification-of-eligibility-for-employment)
.
The salary range reflects figures based on the primary location,
which is listed first. The actual range for the role may differ
based on the location of the role. In addition to salary, US Bank
offers a comprehensive benefits package, including incentive and
recognition programs, equity stock purchase 401k contribution and
pension (all benefits are subject to eligibility requirements). Pay
Range: $62,815.00 - $73,900.00 - $81,290.00
U.S. Bank will consider qualified applicants with criminal
histories in a manner consistent with the San Francisco Fair Chance
Ordinance.
Keywords: U.S. Bank, Austin , Knowledge Management Specialist - talech, a U.S. Bank Company, Executive , Austin, Texas
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