Knowledge Management Specialist

Overview

Concentra is recognized as the nation’s leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America’s workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Knowledge Management Specialist role supports Knowledge Management (KM) and Internal Communications data, processes, and procedures. The position will be critical to keeping the organization's document library and Intranet site current and will facilitate regular document reviews and other document deliverables in collaboration with various stakeholders. The position will manage and service daily KM requests to include editing, verifying for accuracy, preventing duplication, and ensuring that documents follow the company's standards and templates. The Specialist will update the company Intranet site pages per the request of stakeholders, ensuring that content is current and adherent to company brand and Intranet standards. The Specialist should be comfortable with the use of technology to include the creation and maintenance of SharePoint sites and company Intranet site.

Responsibilities

• Maintain KM information architecture with a defined cadence for review and retention, ensuring knowledge repository is accurate and relevant
• Manage and service document posting and archiving requests, including reviewing them for accuracy, to prevent duplication, and to ensure that they follow the company's templates and standards
• Ensure document version control and standardization of content across all relevant platforms and media
• Assist in the maintenance of company Intranet platform, ensuring content is current and adheres to company brand and intranet standards
• Manage documentation remediation activities, working with subject matter experts and key stakeholders to isolate problems and drive resolution
• Inform internal clients, site leaders and knowledge contributors of Knowledgebase updates (process updates, change releases, workarounds, downtime)
• Disseminate information to share KM tools and resources (job aids, quick references) for internal clients/end-user community to build capability with KM processes
• Lead meetings to collaborate with internal clients, SMEs, and management team on KM topics, including continual service improvements, quality assurance, and metrics used to improve team performance metrics

Qualifications

• Bachelor’s degree in Business Administration, Communication or English from an accredited college or experience and work-related knowledge base analytics experience may be considered in lieu of degree
• In lieu of undergraduate degree, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa
• Customarily has three or more years of experience in knowledge management, business writing, proofreading, editing, and data analysis
• Experience developing or working with documentation standards, templates, taxonomies, or metadata
• Project management experience
• Experience with knowledgebase architecture, requirements gathering, taxonomy, classification
• Experience understanding and interpreting client requirements for applying knowledge strategies and services to exceed customer expectations
• Experienced with working in fast-paced and dynamic environment
• Experience in database administration and reporting, including a general understanding of reporting tools with ability to analyze ticket and knowledge data to measure usage
• Experience applying process improvement techniques

Job-Related Skills/Competencies

• Must have solid skills working with computers and especially with Microsoft Office products (Word, Excel, PowerPoint, Visio), SharePoint, and Adobe Acrobat
• Experience working with Sitecore preferred Proficient with Excel Pivot tables and PowerPoint to visually present datail
• Highly professional with strong customer service skills, commitment to reaching individual and team-wide goals
• Requires strong attention to detail, organizational skills, and excellent verbal and written communication skills
• Ability to work under pressure and meet deadlines
• Assertive individual, self-motivated to achieve consistent performance improvement for self and for established processes
• Must have problem solving, troubleshooting, and analytical skills with the ability to define problems (both technical and departmental), collect data, establish facts, and draw valid conclusions
• Demonstrated ability to take initiative, pursuing goals with commitment, passion, and energy
• Strong interpersonal skills required to build relationships and deal politely, courteously, and patiently with all personality types at all levels of the organization.
• Ability to prioritize and manage multiple projects and perform on tight timelines with little supervision
• Outstanding technical writing, structuring, editing and proof-reading skills
• Strong ability to work in a team environment, as well as independently when required
• Ability to effectively integrate complex data into presentation form