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Knowledge Management Configuration Lead (Flex Office/Home).

Company: American Family Insurance
Location: Nashville
Posted on: June 10, 2024

Job Description:

Position Compensation Range:$125,000.00 - $212,000.00Pay Rate Type:SalaryCompensation may vary based on the job level and your geographic work location.The Knowledge Management Configuration Lead oversees the configuration and management of knowledge bases, ensuring that information is organized, up-to-date, and easily accessible to employees and agents. You will work with the business team, setting up the structure of the knowledge management system, defining taxonomy, and implementing best practices for content creation and curation. You will report to the Director, Technical Engineering.Primary Accountabilities

  • You will oversee the configuration and management of knowledgebases, ensuring that information is organized, up-to-date, and easily accessible to employees and agents
  • You may train business staff on how to use the Knowledge Management System (KMS) effectively to support CRM and Chat integration.
  • You will monitor usage and feedback to refine the KMS system and collaborating with other departments to integrate knowledge management with other enterprise systems.
  • You will consult with others to validate design decisions and provides appropriate documentation.
  • You will coordinate and align deliverables with stated priorities of the Product Owner's roadmap and understanding and identifying technical dependencies.
  • You will analyze and help resolve technical and application problems.Qualifications
    • Background in chat and intent management...specifically in customer and/or agentintentions to appropriate digital interactions.
    • Demonstrated experience analyzing and understanding complex software/systems, communicating technical information and providing technical guidance.
    • Integration and migration strategies experience.
    • Scrum practices and methodology
    • Strong sales & service business acumen with a desire to grow technical skills related to Shelf, Salesforce, Genesys, and overall AI integration.In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN 37214Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.#LI-HybridWe encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.#LI-RS1

Keywords: American Family Insurance, Nashville , Knowledge Management Configuration Lead (Flex Office/Home)., Executive , Nashville, Tennessee

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