Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Transcription

1 H10250, page 1 Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. DUTIES This is a non-career, term job with the Metropolitan Washington Airports Authority (Airports Authority). Serves as a Knowledge Management Specialist in the IT Services Division (Division) of the Program Support Department of the Office of Technology. Assists Division management in establishing and monitoring staff competencies/knowledge management (KM), taxonomy design best practices, best practices in service delivery, service level agreements (SLAs), quality assurance (QA), and the delivery of training to Division staff. Performs related functions. --Works with the Service Delivery Manager, Help Desk Supervisor, Deskside Supervisor, and Desktop Engineering Supervisor in the development, deployment, and support of the Division s KM and customer relations (the ITIL Business Relationship role) education. Develops and communicates KM strategies/practices, application workflows, and functionality for the Division to all users and stakeholders and evangelizes knowledge to staff. --Broadens knowledge base content and style to suit needs for customer-facing Knowledge Base or FAQs. Creates, promotes, and applies best practices for writing, style, and content. Collaborates with and supports the Service Delivery team members to tune and evolve the KM tools and KM Base, with an emphasis on high first contact resolution and customer self-service rates. Evaluates the process and institutes improvement programs. --Builds, maintains, and implements a Service Delivery knowledge base in a team collaboration software package such as Confluence, SharePoint, or an analogous tool. Works crossfunctionality with the different teams (Help Desk, Deskside, and Desktop) in the development of knowledge base content and business relationship management process that incorporates the knowledge needed for efficient processes and knowledge transfer to employees in all three teams. --Assess Division, section, and individual knowledge base needs, inaccuracies, and gaps; works with Division management to resolve and make content current. Assists Division leadership in training curriculum development, student learning objectives (SLOs) development, customer complaint process development, new client onboarding and workflow, call development, and service level objective development. --Tracks the impact of the KM tools on key metrics such as average response time, number / % of customers or team members self-serving. Designs and implements measures of success for knowledge base, correlates them to performance of the team members, and customer experience key performance indicators (KPIs). --Improve search results by honing and maintaining the knowledge base taxonomy, labels list, and ensuring symptoms and subject terms are present in each article. --Partners with Division management to ensure that KM tools are leveraged during the new hire training to effectively reduce the length of the training period.

2 H10250, page 2 --Develops and executes new client requirements including capturing and onboarding processes and procedures. --Captures new client requirements for service desk-related onboarding activities including: requirements capture; call flow development; service level development and negotiation; service desk new client training and other new client requirements capture; regular business relationship meetings; customer complaint process development; and complaint resolution. --Communicates and interacts effectively with internal and external business contacts including, but not limited to, other members of the unit/team, other Airports Authority employees (such as officials, executives, managers, supervisors, professionals, and support staff), vendors, and suppliers. --Uses a computer and (a) modern office suite software (such as MS Office) to communicate ( ), plan, schedule, word process, prepare presentations and graphics, manipulate data (spreadsheets and databases), and perform or conduct research (Internet use); (b) enterprise system/software for requisitioning, budgeting, time and attendance reporting, and other functions; and (c) special systems/software such as Confluence used in the Division. --May operate a motor vehicle on and off the airport complex to attend meetings, visit suppliers, and perform related functions. --*Performs other duties as assigned or as determined on own initiative.* Critical features of this job are described under the headings below. They may be subject to change through reasonable accommodation or otherwise. MINIMUM QUALIFICATIONS (MQs) To be rated qualified for this job, an applicant must meet all of the MQs listed below at the time of vacancy announcement closure. 1. A Bachelor s Degree in Computer Science, Telecommunications, Management Information Systems (MIS) or a related field providing a strong foundation for successful performance of the DUTIES in this job description, or an equivalent combination of education, experience, and training that totals four years. 2. Five years of progressively responsible experience in knowledge management and workflow development that includes substantive work in most of the DUTIES in this job description, to include: (a) utilizing a ticketing system such as Service Now or BMC s Remedy/Remedy Force; (b) onboarding new hires [including defining student learning objectives (SLOs)] such as developing workflow/escalation paths, call flows, and other knowledge artifacts related to onboarding; (c) utilizing a collaboration software tool such as Confluence or SharePoint; and (d) knowledge management project management. Three of these five years must include knowledge management project management.

3 H10250, page 3 One of these five years must include experience as an ITIL process owner (business relationship preferred). A fully equivalent combination of education and training beyond what is needed to satisfy MQ 1 above may be substituted for up to two years of these five years of experience (MQ2). For example, a master s degree in any field providing a strong foundation for performance of the DUTIES in this job description may be substituted for two years of experience. PREFERRED QUALIFICATIONS The qualifications listed below (if any) are preferred and may be considered in the selection process, but are not required to be rated qualified for this job. 1. ITIL v3 Intermediate Certification 2. Certified Professional in Learning & Performance (CPLP) from the Association for Talent Development (ATD) 3. Certification as Project Management Professional Certification. 4. Three years knowledge management and new customer onboarding project management. 5. Experience managing and/or writing knowledge base. KNOWLEDGE, SKILLS, ABILITIES, AND OTHER FACTORS (KSAOs) The following KSAOs are required for successful performance of this job and are a basis for rating and ranking applicants who are found to meet the MQs. Local, Federal, airport industry or Airports Authority specific bodies of knowledge listed below may be acquired on the job, typically; ability to rapidly acquire them is required at the time of vacancy announcement closure. 1. Knowledge of ITIL Business Relationship role as it applies to an IT service desk environment to develop and implement best practices/procedures for Department and develop an on-boarding process that quickly brings new hires into the ITIL Business Relationship role and assists in maintaining and building on individual employee and knowledge. 2. Knowledge of knowledge management and team collaboration software packages so as to build and maintain an IT Services knowledge base and the necessary tools to provide knowledge transfer to new hires during onboarding and new information/skill development to existing staff. 3. Knowledge of IT service delivery, ITIL best practices regarding IT service delivery, and key metrics to evaluate existing practices and processes and their effectiveness, discern the

4 H10250, page 4 roadblocks for optimum performance, institute new practices, and deliver the needed staff training. 4. Interpersonal skills to interact effectively with business contacts in a businesslike, customer service-oriented manner. 5. Skill in problem solving to select, organize, and logically process relevant information (verbal, numerical, or abstract) to solve a problem. This includes the ability to recognize subtle aspects of problems, identify relevant information, and make balanced recommendations and decisions. Examples include identifying road blocks to implementing best practices in service delivery as well as curriculum, student learning objectives (SLOs), and customer complaint process development, 6. Skill in oral communication to understand verbal information (including facts, assertions and arguments) and to express such information verbally so that others will understand and, at times, be convinced or persuaded. This includes the ability to encourage oral communication by others. Examples include customer feedback on their experience with the IT Service Division and 7. Skill in written communication to understand written information (including instructions, descriptions, and ideas) and to express such information in writing so that others will understand. Examples include reading technical-operational materials (such as technical manuals and ITIL best practices) and administrative-programmatic materials (such as Airports Authority and Information Technology policies and procedures), and writing about similar types of matters including customer-facing Knowledge Base item or FAQs for the IT Service Division staff. 8. Skill in using a computer and (a) modern office suite software (such as MS Office) to communicate ( ), plan, schedule, word process, prepare presentations and graphics, manipulate data (spreadsheets and databases), develop reports, and perform or conduct research (Internet use); (b) enterprise systems/software for metrics reporting, time and attendance reporting, and other functions; and (c) special systems/software used in IT Service Division. RESPONSIBILITY Is responsible for administering the knowledge management and customer relations (the ITIL Business Relationship role) within the IT Services Division and developing and executing new client requirements processes and procedures for service desk-related activities. Work affects the efficacy of the Division s operations in supporting employees use of the Airports Authority s IT equipment and systems. Reports to the Service Delivery Manager (Supervisor). Most work flows to the incumbent as a result of assigned functions and established work processes. The Supervisor provides broad objectives and policy guidance for recurring assignments and, in consultation with the incumbent, brief instructions and time frames for special projects. The incumbent collaborates with, and keeps the Supervisor informed and typically elevates only highly complex or highly sensitive issues for assistance in resolution; as a subject matter expert, initiative is expected.

5 H10250, page 5 Typically, work is reviewed in terms of quantity, quality, timeliness, customer service, teamwork, adherence to guidelines, and other factors. Guidelines include, but are not limited to, ITIL v3, ISO 20000, and ITSM best practices; MS Windows, Apple ios Linux/Unix, Google Droid and other operating systems and applications support manuals/guidelines; Help Desk International and other call center soft skills guidance; Airports Authority and/or the Office of Technology business processes policies and procedures concerning the Service Delivery Division; and applicable Airports Authority programs, guidelines, policies and procedures on personnel administration and other administrative areas. The incumbent uses seasoned judgment and experience in applying guidelines; initiative is expected when guidelines (to a particular situation) are not clear or more than one option is available. EFFORT The work is primarily sedentary and typically requires light physical effort as in opening/closing file drawers, lifting and carrying files, etc. Incumbent may sit for extended periods while performing desk work; moves about to visit end-users, server facilities, etc. Regularly uses a computer to access data bases, develop reports and learning, and perform other tasks; operates other office equipment. Reviews computer screens and printouts that contain small print. Frequently exchanges information by telephone. In driving, operates vehicle using judgment in consideration of weather, traffic and other factors. WORKING CONDITIONS Works primarily in an adequately lighted, ventilated and temperature controlled office and conference rooms. OTHER SIGNIFICANT JOB ASPECTS Is subject to hold-over and recall for IT emergencies and may need to work nights and weekends depending on operational requirements and other factors.