Wolters Kluwer Administrator - Knowledge in Kennesaw, Georgia
18-20202 - Knowledge Administrator (Knowledge Center Services)
Wolters Kluwer Tax & Accounting North America has an exciting position for a professional who has worked within Knowledge Center Services (KCS), in our Kennesaw, GA office location.
The Knowledge Administrator serves as a KCS champion, trainer, and knowledge base expert within the Service Excellence organization. This position requires that the individual under general supervision is responsible for supporting and promoting our knowledge base using Knowledge Centered Service (KCS) principles. This includes working one-on-one with management and staff to ensure that KCS processes and principles are understood, practiced, and coached on. The person in this position will assist with maintaining content in our knowledge base and partnering with the Support teams for continued adoption of KCS. This person will work closely with the training team to create, implement, and design instructor led and eLearning training content for KCS, and potentially other training initiatives.
Wolters Kluwer, Tax & Accounting North America (TaxNA.WoltersKluwer.com) has served tax, accounting and audit professionals, within the United States and Canada, since 1913. Our market-leading solutions include CCH® ProSystem fx®, CCH Axcess™, CCH® IntelliConnect®, CCH® iFirm, ATX™, TaxWise®, U.S. Master Tax Guide®, Taxprep and Cantax in Canada, and CCH® SureTax® and CCH® Sales Tax for businesses requiring sales and use tax compliance.
Today, tax and accounting professionals have evolving needs and expectations and count on Wolters Kluwer to provide solutions that help them navigate complex tax laws with accuracy, greater mobility and speed. These needs place a premium on access to agile systems, integrated workflows, and solutions that simplify the tax and accounting compliance ecosystem.
Wolters Kluwer, Tax and Accounting North America invites individuals who are passionate about helping to create the future of tax and accounting, to join our team. Our key office locations include Atlanta, GA, Riverwoods, IL, Dallas, TX, Wichita, KS, Torrance, CA and Toronto, CA.
The Knowledge Administrator serves as a KCS champion, trainer, and knowledge base expert within the Service Excellence organization. This position requires that the individual under general supervision is responsible for supporting and promoting our knowledge base using Knowledge Centered Service (KCS) principles. This includes working one-on-one with management and staff to ensure that KCS processes and principles are understood, practiced, and coached on. The person in this position will assist with maintaining content in our knowledge base and partnering with the Support teams for continued adoption of KCS. This person will work closely with the training team to create, implement, and design instructor led and eLearning training content for KCS and potentially other training initiatives.
Essential Duties and responsibilities
Assist with leading KCS adoption within the Service Excellence organization.
Assist with developing and implementing KCS communications through a variety of channels to drive understanding, engagement, and belief.
Serve as KCS champion within the business unit.
Work with internal customers to evolve, simplify, and improve case and article creation workflow as needed.
Drive KCS adoption by identifying most reused content and coordinate activities to ensure content is optimized.
Conduct quality reviews by sampling Service Cloud cases and articles. Review documentation to determine if proper workflow has been followed. Document and distribute results, and work with KCS Coaches and Support management to ensure they understand the information provided and take appropriate action as needed.
Develop, monitor, and report on knowledge related KPIs to drive ROI for knowledge related initiatives.
Collaborate with training team to create learning solutions and curriculum plans to improve KCS training within Service Excellence.
Communicate with technology teams to assist with developing customer communities, various AI initiatives, and other methods to push information to customers as needed.
Assist in driving department results while participating in projects as well as process improvement initiatives.
Identify, resolve, and escalate issues when necessary.
Identify root causes in trends and patterns and provide potential solutions.
Provide general reporting on data/status to management as requested.
Document activities and progress on initiatives.
Support co-workers and promote a positive work environment.
Secure and keep confidential product and customer data.
Assist as needed with tutorial video creation and maintenance.
Other duties as assigned.
- Bachelor's Degree in Business, Information Systems, Computer Science, Project Management, or related field or equivalent experience.
- 5+ years' experience working within an organization to adopt KCS.
Other Knowledge, Skills, Abilities or Certifications:
KCS Practices v6 Certification
Beginner to intermediate skills using SalesForce (Knowledge), Adobe Captivate, and learning management systems.
Strong technical writing/editing skills
Excellent oral and written communication skills in English.
Strong organizational skills.
Ability to disseminate complex concepts into a simplified and well-structured format.
Experience with knowledge sharing technologies such as knowledge base, communities, etc.
Ability to collaborate, get consensus across teams, and establish productive relationships.
Experience mentoring and coaching others.
Ideal candidates demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up, and sparking innovation.
Intermediate to advanced skills using Adobe Acrobat and Microsoft Office (specifically: Word, Excel, PowerPoint, Outlook).
Proficient Desktop and mobile computing skills.
Demonstrate ability to prioritize and manage multiple tasks while working in a fast paced, changing environment.
Persistent in overcoming challenges to accomplish goals.
Awareness of the larger business conditions that will impact day-to-day work.
Service orientation -- high commitment to meeting needs of customers & colleagues and delivering stellar service.
Strong work ethic and passion for excellence.
Ability to work independently and meet deadlines with minimal supervision.
Ability to perform job duties in accordance with standards.
ABOUT WOLTERS KLUWER
Wolters Kluwer N.V. (AEX: WKL) is a global leader in information services and solutions for professionals in the health, tax and accounting, risk and compliance, finance and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with specialized technology and services.
Wolters Kluwer reported 2016 annual revenues of €4.3 billion. The company, headquartered in Alphen aan den Rijn, the Netherlands, serves customers in over 180 countries, maintains operations in over 40 countries and employs 19,000 people worldwide.
Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY).
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, LinkedIn, and YouTube.
EQUAL EMPLOYMENT OPPORTUNITY
Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions, and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
For any assistance with your application for this job opening, please call the HR Source at (888) 495-4772 or email HRSource@WoltersKluwer.com. TTY is also available at 888 (495) 4771.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled