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Knowledge Management Specialist - talech, a U.S. Bank Company

Company: U.S. Bank
Location: Austin
Posted on: May 26, 2023

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 ( .
            Learn how the way we work at U.S. Bank ( drives meaningful relationships with our customers and collaboration across the company.
            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 ( EEO poster.
              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 ( .
              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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