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Seattle Genetics IT Knowledge Manager in Bothell, Washington

Seattle GeneticsInformation Technology ยท Bothell, WashingtonDescriptionSummary:The Knowledge Manager is part of the IT Service Management team and responsible for knowledge dissemination while making sure that knowledge is flowing efficiently while ensuring they are continually updated for all throughout the organization.Principal Responsibilities: *Responsible for establishing the Policy, Process and Procedures for the ITIL Best Practice Knowledge Management process in conjunction with other ProcessOwners *Evaluate requirements to create new knowledge bases and implement as per standards liaising with service now toolteam *Support in designing knowledge workflows, set knowledge properties, and manage knowledge forms andhomepages *Accountable for the promotion and communication of the Knowledge Management policy, processes and procedures *Accountable for ensuring that processes are fit for purpose, efficient and effective and align with business requirements andstrategy *Accountable for ensuring the process meets governance,compliance *Accountable for the resolution of issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other businessfunctions *Promotes the benefit of Knowledge Management whereverpossible *Hands on experience in ServiceNow Knowledge Management Module *Own and maintain ITSM Process related to Knowledge, Policy and Process Library *Review and approve new artefacts in ITSMLibrary *Ensure knowledge is delivered and improved in a timelymanner *Ensure most up to date knowledge is available forcustomers *Ensure overall quality and value of knowledge through utilization ofmetrics *Responsible for resolving any issues escalated up to ProcessOwner *Perform process maturity assessments andreviews *Accountable for identifying and managing continual improvementopportunities *Identify system deficiencies and recommendsolutions *Analyzing the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizationalbenefits *Interact with the staff members, unit managers and the clients. Act as a mediator to answer the queries of the clients and staff about the knowledge management products andpractices *Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge managementtools *Being responsible for the analysis of social networks and formation of communities of practice within the organization *Encourage the staff and workers to share knowledge effectively andefficiently Required Qualifications: *5+ years of Knowledge development, managing knowledge metrics and the distribution of knowledgecompanywide *Experience mentoring team members *Displays examples of excellence for the rest of theteam *ITIL v3 certificationpreferred *Strong attention to detail, ability to multitask and time managementskill *Strong customer service and interpersonal skills *Understanding of KCS, Knowledge Centered Support method and processes within ServiceNow *Knowledge managers should have in-depth information of the databases maintained by theorganization *They should have good communications skills and expert planningskills *Should be able to transform the ideas of management and implement appropriate solutions in theorganization *Good analyzing skills and ability to tackle criticalsituations *Ability to maintain constructive work relationships with the employees of all the departments; seniors as well asjuniors *Leadership quality and ability to supervise and guide theemployees Education: *Bachelor's degree in