Knowledge Lead

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges. At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Job Summary
* The CWS Knowledge Lead will help build a best-in-class shared services function within Coworker Success (CWS). This role will oversee all CWS knowledge-related activities and will manage, capture, share and assess access of knowledge assets. This role will own and manage the CWS Knowledge Program across all platforms including ServiceNow. This individual will work collaboratively across Coworker Success to build timely and accessible content to support coworkers ongoing needs and drive self service. This role requires strong attention to detail as well as written and verbal skills. This role reports into the Senior Manager of Coworker Experience.
* What you will do:
* Design, build, manage, and set the direction of the CWS ServiceNow Knowledge Management framework.
* Create, capture, organize and assess CWS knowledge assets for enterprise use.
* Promote the use of ServiceNow Knowledge Management and processes to facilitate sharing knowledge.
* Partner with CWS subject matter experts to create and maintain ServiceNow knowledge content available to the global workforce.
* Support the coworker experience with knowledge documents, videos, chat interactions, transactions, etc. in an intuitive and personalized manner.
* Create and maintain ServiceNow forms, email templates, and process documentation.
* Develop and maintain knowledge templates aligned to CDW branding for ongoing use across CWS.
* Create and execute audit process to ensure all knowledge management documents are consistently up to date and accurate.
* Leverage data and analytics and partner with CWS leaders and coworkers to continuously identify knowledge gaps and enhancement opportunities.
* Provide best-in-class insights to incorporate into the CWS ServiceNow Knowledge Management framework.
* What we expect of you:
* Bachelor's degree or equivalent experience and 5 years of experience working in Human Resources and implementing and supporting Knowledge Management for external candidates OR 9 years of experience working in Human Resources and implementing and supporting Knowledge Management for external candidates
* Progressive growth in scope and roles working in Human Resources, Knowledge Management or CDW.
* Understands how team integrates with others in accomplishing area objectives.
* Demonstrated ability to interact effectively with people at all levels of the organization, provide quality results within required deadlines, effectively lead teams, collaborate across multiple areas to achieve a common business objective.
* Exceptional communication (verbal, written and non-verbal), listening, analytical and problem-solving skills.
* Strong attention to detail in all communication methods.
* The ability to take a complicated topic and make it accessible to coworkers at all levels.
* Autonomous, self-starter who needs limited direction and guidance.
* Customer focused with a strong aptitude for helping coworkers and building a best-in-class coworker experience.
* Organizational, research, problem-solving, critical thinking, and analytical skills.
* Experience with ServiceNow or other HR case and knowledge management tools. Pay range: $111,000.00 - $154,200.00, depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self- and your best ideas- to CDW. Because diverse perspectives bring forth better problem solving- and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)