Knowledge Manager - IT Service Management

SCL Health
Lakewood, CO
Post Date:
November 10, 2019
Job Status:


You bring your body, mind, heart and spirit to your work as a Knowledge Manager in IT Service Management. You know how to move fast. You know how to stay organized. You know how to have fun.

Youre equally comfortable with staff education and technology.

Youre great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.


System Services is our Corporate Headquarters in Broomfield, Colorado and is located within the Oracle campus. SCL Health is a faith-based, nonprofit healthcare organization dedicated to improving the well-being of the people we serve.  

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, weve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning.


SCL Health recently implemented ServiceNow and is seeking a Knowledge Manager to own and support our knowledge management transformation. The Knowledge Manager would be responsible for optimizing the way in which the organization uses and manages customer-facing and associate content using KM best practices. 

The suitable candidate will be experienced in KM principles and methodologies, motivating teams to contribute content, developing KM KPIs, and maintaining a vibrant source of technical knowledge for clients and associates. The Knowledge Manager will optimize, manage, and distribute knowledge content utilizing various communication channels and the ServiceNow platform.

Together well align mission and careers, values and workplace. Well encourage joy and take pride in our integrity.

Well laugh at each others jokes (even the bad ones). Well hello and high five. Well celebrate milestones and acknowledge the value of spirituality in healing.

Were proud of what we know, which includes how much there is to learn. 

 Your day.

This role owns and leads the implementation of KM principles within the SCL Health organization, in the context of providing enhanced customer experience and impacting call deflections.

  • Drive execution and culture change related to a KM strategy
  • Partner with leaders and key stakeholders to define and track key performance indicators for knowledge management initiatives, including a faster resolution to known issues and issue deflection with a rich customer facing knowledge base
  • Identify and execute initiatives to continuously evolve the knowledge management approach based on industry best practice

Strategic Objectives

  • Partner with leadership to define a knowledge strategy and program framework for the SCL Health Service & Support organization to enhance support performance and customer engagement and interactions
  • Develop and manage comprehensive knowledge program to support the long term strategy
  • Design, develop, and lead KM processes, education, and change management

Your experience.

  • 3+ years of program management experience 
  • Previous experience in contributing to and driving a KM implementation
  • Experience integrating knowledge management strategy and practice with organizations using industry-recognized standards
  • Proven experience with standard methodologies and industry best practices (e.g. PMP, ITIL, Agile, KCS)
  • Strong editorial and communication experience
  • Bachelors degree or equivalent
  • Demonstrated ability to apply analytical skills, prioritization and decision making
  • Strong teamwork and interpersonal skills to motivate and drive cross-functional behavior changes
  • Self-starter, capable of owning areas of responsibility and understands how and when to engage senior management on issues effectively
  • Proven experience in a customer-facing role, for both internal and external customers

Preferred Qualifications

  • Bachelors degree
  • PMP certification
  • KCS Candidate, Contributor, Publisher or Coach roles
  • ITIL Incident, Problem, Change, Request or Knowledge Management

Your next move.

Now that you know more about being a Knowledge Manager on our team we hope youll join us. At SCL Health youll reaffirm every day how much you love this work, and why you were called to it in the first place.


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