Rutgers, The State University of New Jersey is seeking a Case and Knowledge Management Specialist (CKMS) within the Operations team of the OneSource Faculty and Staff Resource Center (OneSource FSRC). The Case and Knowledge Management Specialist is a key position within the OneSource Rutgers's Faculty and Staff Service Center (OneSource FSSC), a customer focused service organization that provides HR and Payroll services to employees across the university. This position is part of a team responsible for the OneSource FSSC's case management solution (ServiceNow) and comprehensive knowledge management platform. With the guidance of leadership, The CKMS is responsible for coordinating with HR and payroll specialists across the OneSource FSSC to develop content for and regularly update the knowledge management system. Additionally, this position is tasked with updating, deploying and maintaining a customer-friendly case management system to ensure the efficient tracking of HR and Payroll services.
Among the key duties of this position are the following:
Ensures all relevant Human Resources and Payroll procedural and legislative requirements are fulfilled.
Identifies and incorporates leading practices and innovative approaches for maintaining the ServiceNow platform.
Partners with subject matter experts (SME) to develop and oversee implementation of OneSource FSSC strategy for knowledge management content.
Manages day-to-day operations related to the OneSource FSSC's case management solution including system oversight, configuration, modifications and performance management.
Coordinates with OneSource FSSC staff to develop and update knowledge management material.
Creates & maintains operational reports and key performance indicators (KPIs) related to the OneSource FSSC's case and knowledge management system.
Monitors customer and employee satisfaction with knowledge management resources and update ServiceNow information accordingly.
Reviews case design and service procedures in order to leverage automation to minimize resolution time and increase productivity.
Coordinates with customer service representatives and HR/Payroll specialists to attain key insights on customer issues and inquiries; serve as their point of contact for any additional information pertaining to knowledge management/self-service portal.
Supports transition of new services and customers by proactively identifying and addressing new requirements for case and knowledge management.
Drafts process user guides for service center employees using case management system and knowledge management portal.
Supports training, and employee development activities for all employees in the OneSource FSSC.
Coordinates closely with OneSource FSSC leadership team to provide OneSource FSSC employees with opportunities for cross training, rotational programs and career progression.
Minimum Education and Experience:
BA/BS in Business, Human Resources or related discipline and/or an equivalent combination of education and experience.
A minimum of 2 years of working with Human Resource applications inclusive of professional HR related experience.
Required Knowledge, Skills, and Abilities:
Knowledge of ServiceNow functionality, development, configuration and implementation methodologies.
Knowledge of HR concepts, processes and systems
Knowledge of basic service center operating models and service delivery.
Knowledge of building FAQs, knowledge articles, development and performance management methodologies.
Ability to facilitate content development activities with technical SMEs.
Capable of requirements gathering and understanding technical capabilities in relation to the requirements
Knowledge of system design, development and configuration.
Ability to identify areas for process improvement.
Excellent written and verbal communication skills.
Ability to troubleshoot and maintain an HR system.
Master's degree in Business, Human Resources or related discipline.
Knowledge of KPI design and analytics.
2 years of direct experience leading case and knowledge management system operations in a service center environment focused on delivery of HR and payroll services.
Physical Demands and Work Environment:
Strong performance in this position is expected to result in: · Increased number of customer issues and inquiries resolved through self-service and knowledge management. · High customer satisfaction with available knowledge management information and resources. · Current and accurate information for HR and payroll services is consistently available and accessible to customers via OneSource FSSC's knowledge management system. · Minimal system and user issues related to OneSource FSSC's case management system.
Posting Number: 19ST3261
Location: Cook (RU-New Brunswick)
Internal Number: 95947
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.