Knowledge Management Consultant

Why Work Here?

At MF Cyber, we understand the critical importance of cybersecurity and the complex challenges that organizations face in establishing and sustaining robust cybersecurity programs. We recognize that cybersecurity incidents can directly and immediately impact revenue and reputation, making it imperative to prioritize comprehensive protection. By gaining a thorough understanding of your enterprise-level requirements, we tailor our approach to address your specific needs. Our scalable model ensures cost-effective and results-driven delivery, taking into consideration budget constraints, timing constraints, and the maturity of your cybersecurity program. With our expertise and commitment to excellence, we are dedicated to helping you navigate the intricacies of cybersecurity and safeguard your organization from threats. Our pillars of expertise are: Cyber Fusion Center (SOC) and Incident Response (IR), Identity and Access Management (IAM), Cyber Strategy and Governance, Risk and Compliance, Architecture, Engineering, and Infrastructure, Cyber and Operational Resilience, focusing on: Advisory & Management Consulting - Our professionals provide executive-level consulting and advisory focused on helping organizations improve performance. We offer external perspective and guidance on roadmaps and how to build and execute on your program. Cybersecurity Innovation Center (CIC) - Explore innovative design in a secure environment before adoption. This cloud-based lab environment serves as a catalyst for the development, innovation and growth of a global, capability-based cybersecurity and risk workforce. Project Resourcing - Our strategic staff augmentation team enables us to rapidly scale project resourcing and provide clients with contract-to-hire services to help build out their teams. Managed Services - Outsourcing the responsibility for building, maintaining, and operating functions in order to execute on programs and operate efficiently internally.

MorganFranklin's Cybersecurity practice helps clients across the globe to solve their most critical Cybersecurity needs. From consulting and implementation to managed services and project resourcing, we work to safeguard assets by identifying risks, developing, and maturing Cybersecurity programs, and implementing solutions that support and meet business goals. Custom-tailored and business-aligned service offerings include:

• Strategy and GRC
• Cybersecurity Operations
• Identity & Access Management
• Incident Response & Risk Intelligence
• Application Security
• Managed Security Services Provider

Knowledge Management & Documentation Consultant

Summary:
The Knowledge & Business Transformation (KBT) team is integrated within the Identity & Access Management (IAM) organization. The IAM Knowledge & Documentation Specialist will join the KBT team that supports user engagement by providing efficient documentation and the transformation of our business practices. The person in this role will be responsible for developing and delivering end-user facing materials to the organization and its customers while providing support to our evolving standard practices.

Responsibilities:
* Collaborate with internal and external cross functional teams and Business Units (BUs) including project managers, project stakeholders, developers, third party vendors, and Enterprise Services.
* Gather/analyze project stakeholder requirements to develop and deliver on-time documentation such as user guides, FAQ, system email notifications, translations, standard work, Knowledge Based Articles, Office Hours coordination, training materials, training videos, and other internal or end-user facing documentation.
* Support change management planning and implementation by providing documentation that thoroughly explains the system and outlines new processes.
* Create new and/or edit existing Knowledge Based Articles in ServiceNow with thorough instructions based on each project/process and standards.
* Monitor and evaluate existing documentation to measure end user adoption/engagement.
* Contribute to continuous improvement initiatives while enhancing standard processes and increase customer satisfaction.
* Adapt to change by simultaneously supporting multiple project requirements and effective deliverables.
* Coordinate with third party vendors for document language translation requirements.
* Demonstrate thorough understanding of the system to write documentation that conveys technical information in a user-friendly way that will also be understood by the appropriate user base.

Preferred qualifications:
* Strong attention to detail and business analytic skills are required
* Expert technical writing and grammar skills
* Motivated, self-directed, and able to prioritize work effectively
* Excellent judgment and discretion with sensitive materials and/or Executive Leadership stakeholders
* Meticulous follow-through skills and ability to work to tight project timelines

Experience:
* Minimum 3 years of experience with ServiceNow including Knowledge Based Articles
* Minimum 5 years of experience with Organizational Change Management (OCM) concepts
* Minimum 5 years of experience with writing technical end user documentation
* Preferred experience with SailPoint and Jira
* Preferred experience with Identity and Access Management practices

Education and Skills:
* Bachelor's degree in Communications, Information Systems (IT) Management, or related business discipline(s)
* Proficiency with Microsoft Office products is required: PowerPoint, SharePoint, Excel, Word, OneNote, and Visio
* ITIL certification is preferred
* Project management skills are preferred