The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Join the UW's newest innovationthe Integrated Service Center (ISC). The ISC is going to change the UW employee experience by bringing together a highly motivated, entrepreneurial, and customer-focused team to facilitate new business processes across campus and support the transition to Workday. The ISC is the mission-critical portal to achieve the goals of the HR/Payroll Modernization Program, the largest single administrative initiative ever undertaken by the University. The ISC will be a best-in-class shared services organization to help employees with their payroll and human resources questions online, by phone and in-person.
If you thrive in a collaborative environment, be part of UW's future by bringing your enthusiasm, efficiency, and accuracy to improving the way the UW works and contribute to a culture of service that ensures access and inclusivity for everyone.
The University of Washington's Integrated Service Center has an outstanding opportunity for a Knowledge Management Specialist to play a key role in providing unified human resources and payroll customer support to employees throughout the institution.
As the primary owner of ISC knowledge assets, the Knowledge Management Specialist plays a key role in ensuring ISC customers and team members have the information they need to navigate Human Resource and Payroll related processes and associated policies.
Knowledge Content Management
Develop and execute knowledge sharing processes and procedures in support of meeting the HR/Payroll content management requirements of the ISC
Monitor the range of information available for addressing customer inquiries and/or resolving issues, identify required changes
Ensure consistency of content across information platforms, and implement updates focused on enhancing the quality and efficiency of ISC services
Coordinate closely with internal and external stakeholders to ensure content aligns with established policies/regulations, and meets ISC and customer needs
Analyze reports and available data to understand effectiveness of knowledge management processes and determine requisite enhancements
Work with managers and technical and functional subject matter experts to develop user documentation for both system-related how-to information and general Human Resources and Payroll policies and processes
Key Stakeholder Outreach
Proactively reach out for content updates from key stakeholders, including Central Business Units, such as UW HR and Academic HR, and ISC staff
Conduct consultations, training, and presentations to varied constituencies for the purpose of promoting broad and effective use of knowledge management tools; Complete user experience research to ensure customers experience on ISC website is positive
Maintain functional support ownership of the case management system (ServiceNow) and work closely with UW-IT teams to drive technical support for ServiceNow, telephony and other applicable systems/functionality
Act as a resource and subject matter expert for knowledge sharing best practices
Tools Development & Management
Maintain the ISC's externally facing website, including management of the user experience, critical user content and communications to stakeholders
Act as the primary owner of identifying functional updates to the ServiceNow HR/P application
Work closely with UW-IT on technical enhancements and upgrades as required
Ensure designated content is properly managed and maintained using tools such as, HTML, PHP, WordPress, etc.
Develop new tools for information sharing/gathering to support business need such as, database, scripting, and complex spreadsheet development
Bachelor's Degree in Information Management, Human Resources, Business or related field, with a minimum of four to five years of applicable experience
Experience working in a role requiring detailed development and/or management of knowledge management content, including examples such as policies/procedures, job aides, FAQs, etc.
Experience with content analysis, document management, data capture, portals, shared storage locations, workflow, collaboration, data warehousing, decision support, and information dissemination
Experience training users on the knowledge management tools
Experience developing reports to support operations and write knowledge content
Demonstrated communication skills, including excellent abilities related to written/oral communication, technical documentation, and stakeholder/end-user interaction
Experience with business process management, workflow and life cycle management
Experience working across functions and levels of an organization to collaborate and help influence action in coordinated knowledge management efforts
Experience with IT systems, including some combination of desktop applications, collaborative systems, content management systems, Wordpress, and/or ServiceNow
Experience and/or education in website planning, design and/or management, and development
Demonstrated problem solving skills, flexibility and sound judgement
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Experience managing or maintaining knowledge management content related to HCM systems
Experience working in the HR, Benefits and/or Payroll domains
Experience playing an individual contributor role within a shared services environment
Experience in higher education
Experience managing or maintaining knowledge management content related to customer support infrastructure tools, including a case management system, knowledge base and associated reporting capabilities
Conditions of Employment: Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check.
Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Criminal Conviction History, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select Apply to this position. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your My Jobs page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergra...duate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.