Rutgers, The State University of New Jersey is seeking a Case and Knowledge Management Specialist within the Operations team of the OneSource Faculty and Staff Resource Center (OneSource FSRC). This position has lead responsibility for the OneSource FSRC's case management solution (ServiceNow) and comprehensive knowledge management platform in support of OneSource FSRC operations. The position is responsible for coordinating with HR and payroll specialists across the OneSource FSRC to develop content for and regularly update the knowledge management system so that it reflects accurate and easily understandable information for all customers. This position also serves as the lead developer for the OneSource FSRC's case management system and is responsible for overseeing system performance and all required modifications.
Among the key duties of this position are the following:
Develops and oversees implementation of OneSource FSRC strategy for knowledge management content development to align with overall strategy for OneSource FSRC customer and service transitions.
Manages day-to-day operations related to the OneSource FSRC's case management solution including system oversight, configuration, modifications and performance management.
Maintains and controls knowledge management hierarchy within OneSource FSRC case management solution.
Coordinates with OneSource FSRC staff to develop and update knowledge management material.
Creates, maintains and communicates operational reports/KPIs related to the OneSource FSRC's case and knowledge management system.
Monitors customer and employee satisfaction with knowledge management resources and updates information accordingly.
Develops tools and leverages automation to minimize resolution time and increase productivity.
Supports process improvement opportunities across end-to-end OneSource FSRC processes, and leads technology driven business process reengineering initiatives.
Coordinates with customer service representatives and HR/Payroll specialists to attain key insights on customer issues and inquiries; serves as their point of contact for any additional information pertaining to knowledge management/self-service portal.
Supports transition of new OneSource FSRC services and customers by proactively identifying and addressing new requirements for case and knowledge management.
Manages contracts and vendor relationships related to OneSource FSRC's case and knowledge management systems.
Supports recruiting, training, and employee development activities to support the OneSource FSRC call center.
Creates, fosters and maintains a collaborative, innovative and customer-focused team culture.
Supports employee engagement and development initiatives for OneSource FSRC employees to enhance job satisfaction and morale.
Coordinates closely with OneSource FSRC leadership team to provide OneSource FSRC employees with opportunities for cross training, rotational programs and career progression within the OneSource FSRC.
Provides training to OneSource FSRC employees of use of the OneSource FSRC's case and knowledge management system.
Collaborates with OneSource FSRC leadership and Associate Directors to develop overall OneSource FSRC strategic plan and growth strategy, and ensure translation of strategy into tangible objectives, targets and actions.
Ensures all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost -effective service to customers.
Identifies and incorporates leading practices and innovative approaches and tools for service delivery into OneSource FSRC operations.
Minimum Education and Experience:
Requires a bachelor's degree in business or information technology or a related field; or an equivalent combination of education and experience.
Plus 2 years' experience supporting case and knowledge management system operations in a service\call center environment.
Required Knowledge, Skills, and Abilities:
Knowledge of ServiceNow or comparable systems; functionality, development, configuration and implementation methodologies.
Knowledge of basic call/service center operating models and service delivery.
Knowledge of knowledge management design, development and performance management methodologies.
Ability to facilitate content development activities with technical SMEs.
Customer account and service management.
Case management system design, development and configuration.
Knowledge management design, development and configuration.
Excellent written and verbal communication skills.
Ability to resolve broad scope of issues from both technical and account management perspectives.
Technical experience managing operating systems.
Ability to troubleshoot and maintain a complex network infrastructure.
Master's degree business, information technology, or a related field.
Knowledge of KPI design and analytics.
Posting Number: 19ST2220
Location: Cook (RU-New Brunswick)
Internal Number: 89751
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.