expertise Management Specialist:
expertise Management Specialist
OverviewHudson Valley Credit Union is currently recruiting for the position of expertise Management Specialist. Primary Function:Administer HVCU's expertise Management System (KMS). Facilitate the documentation of expertise content, manage the change management and staff notification processes, feedback and ticket management, and maintain the accuracy and consistency of procedures, forms, and other expertise articles.
Responsibilities» Coordinate the continuing updates to the design of the expertise management system (KMS) and the development and implementation of expertise content strategies. Ensure appropriate definition, design, testing, and integration of the organization's KMS. Produce high-quality documentation that meets organizational standards and is appropriate for its intended audience.
» Administer expertise Management System feedback and ticket management. This includes ticket assignment, ticket review , ensuring ticket service level agreement adherence, ticket dashboard review and ticket reporting.
» Identify new resources, documents, and tools for inclusion into the KMS. Apply technical skills to define, design, develop, and deploy process capabilities that support expertise Management (KM) initiatives. Support the Manager, Organizational expertise to formulate and define scope for expertise management projects.
» Evaluate and ensure program effectiveness through measurement and statistical analysis. Investigate new or improved tools, technology, methodologies, and best practices/lessons learned that may increase the effectiveness and efficiency of organizational expertise. Monitor and report on analytics of site usage, including most frequent searches, unanswered searches, etc.
» Train content authors, create standardization of organizational policies/procedures, establish and effectively train content authors. Partner with subject matter experts and leverage process, tools and analytics to ensure the expertise Management Systems (KMS) is being consumed and is providing the necessary, accurate information in a timely manner.
» Manage the KMS content change management and staff communication processes, recognizing key barriers to change and develop effective change management approaches. Ensure staff communication is timely and thorough.
» Participate in expertise related tasks in team projects and deliverables, consulting with department and branch leadership abilities, subject matter experts, and project sponsors to gather accurate process and procedure details. Apply change and project management methodologies to plan, organize, conduct, adjust and supervise the completion of operational expertise projects on time and within resource allocations, including projects worked alone and project where he/she leads others.
» Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained expertise. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional tasks and special projects as assigned.
» Embrace and apply HVCU's guiding principles to all activities and responsibilities. This includes the Credit Union's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union's initiatives by demonstrating teamwork and professionalism.
» Responsible for regular and predictable attendance including punctuality.
Qualifications» High School Diploma, General Education Development (GED) certificate, or state authorized high school equivalent certificate required
» Bachelor's Degree Accredited institution preferred
» Minimum 3 Years Managing content using an enterprise expertise management platform practice required
» Minimum 3 Years Developing and delivering procedures, preferably financial services procedures practice required
» Project management practice preferred
» Work history in a Financial Institution preferred
Consistently named one of the Best Companies to work for in New York, Hudson Valley Credit Union is a community chartered financial institution serving members in 12 counties along the Hudson River from the Capital Region south to the Lower Hudson River Valley. We are passionate about improving our member's financial wellbeing and thrive on delivering exceptional member service. We care for our employee family and are deeply rooted within our local communities. With our co-workers' support, valued benefits, and continuous training and development, we are motivated, high performers who excel and grow here every day. Come join us in our goal to be the Hudson Valley's first choice for a lifetime financial services partner.
We offer a highly competitive income and benefits package including:
» Medical, Dental, and Vision coverage
» 401(k) with employer match and non-elective employer contribution
» Paid time off (PTO) and paid holidays
» Flexible Spending Account (medical & dependent care)
» Life Insurance
» Short-Term and Long-Term Discapability Insurance
» Employee Assistance Program
» Wellness Activity Reimbursements
» Educational Assistance Program
» Professional Development Programs
» Discounted Loan Rates & Fees
All candidates are subject to a pre-employment background check including bondcapability, credit report and past employment references. All checks must be favorable for an applicant to be considered for employment.
Hudson Valley Credit Union is proud to be a CEO Gold Standard Designation award winning tobacco-free workplace.
Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, discapability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.