Case and Knowledge Management Specialist
New Brunswick, NJ

Job Description

Rutgers, The State University of New Jersey is seeking a Case and Knowledge Management Specialist within the Operations team of the OneSource Faculty and Staff Service Center (OneSource FSSC). This position has lead responsibility for the OneSource FSSC's case management solution (ServiceNow) and comprehensive knowledge management platform in support of OneSource FSSC operations. The position is responsible for coordinating with HR and payroll specialists across the OneSource FSSC to develop content for and regularly update the knowledge management system so that it reflects accurate and easily understandable information for all customers. This position also serves as the lead developer for the OneSource FSSC's case management system and is responsible for overseeing system performance and all required modifications.

Among the key duties of this position are the following:

* Develops and oversees implementation of OneSource FSSC strategy for knowledge management content development to align with overall strategy for OneSource FSSC customer and service transitions.
* Manages day-to-day operations related to the OneSource FSSC's case management solution including system oversight, configuration, modifications and performance management.
* Maintains and controls knowledge management hierarchy within OneSource FSSC case management solution.
* Coordinates with OneSource FSSC staff to develop and update knowledge management material.
* Creates, maintains and communicates operational reports/KPIs related to the OneSource FSSC's case and knowledge management system.
* Monitors customer and employee satisfaction with knowledge management resources and updates information accordingly.
* Develops tools and leverages automation to minimize resolution time and increase productivity.
* Supports process improvement opportunities across end-to-end OneSource FSSC processes, and leads technology driven business process reengineering initiatives.
* Coordinates with customer service representatives and HR/Payroll specialists to attain key insights on customer issues and inquiries; serves as their point of contact for any additional information pertaining to knowledge management/self-service portal.
* Supports transition of new OneSource FSSC services and customers by proactively identifying and addressing new requirements for case and knowledge management.
* Manages contracts and vendor relationships related to OneSource FSSC's case and knowledge management systems.
* Supports recruiting, training, and employee development activities to support the OneSource FSSC call center.
* Creates, fosters and maintains a collaborative, innovative and customer-focused team culture.
* Supports employee engagement and development initiatives for OneSource FSSC employees to enhance job satisfaction and morale.
* Coordinates closely with OneSource FSSC leadership team to provide OneSource FSSC employees with opportunities for cross training, rotational programs and career progression within the OneSource FSSC.
* Provides training to OneSource FSSC employees of use of the OneSource FSSC's case and knowledge management system.
* Collaborates with OneSource FSSC leadership and Associate Directors to develop overall OneSource FSSC strategic plan and growth strategy, and ensure translation of strategy into tangible objectives, targets and actions.
* Ensures all relevant procedural/ legislative requirements are fulfilled while delivering a quality and cost -effective service to customers.
* Identifies and incorporates leading practices and innovative approaches and tools for service delivery into OneSource FSSC operations.