Rutgers, The State University of New Jersey is seeking Case and Knowledge Management Specialist . The Case and Knowledge Management Specialist is a key position within the Operations team of the Rutgers Faculty and Staff Resource Center, a customer focused service organization that provides HR and Payroll services to employees across the university. This position has lead responsibility for the OneSource Service Center case management solution (ServiceNow) and comprehensive knowledge management platform in support of OneSource Service Center’s operations.
Among the key duties of this position are the following:
Coordinates with HR and payroll specialists across the OneSource Service Center to develop content for and regularly updates the knowledge management system so that it reflects accurate and easily understandable information for all customers.
Serves as the lead developer for the OneSource Service Center’s case management system and is responsible for overseeing system performance and all required modifications.
Develops and oversees implementation of OneSource Service Center’s strategy for knowledge management content development to align with overall strategy for OneSource Service Center’s customer and service transitions.
Manages day-to-day operations related to the OneSource Service Center’s case management solution including system oversight, configuration, modifications and performance management.
Maintains and controls knowledge management hierarchy within OneSource Service Center’s case management solution.
Coordinates with OneSource Service Center’s staff to develop and update knowledge management material.
Creates, maintains and communicates operational reports/KPIs related to the OneSource Service Center’s case and knowledge management system.
Monitors customer and employee satisfaction with knowledge management resources and update information accordingly.
Develops tools and leverages automation to minimize resolution time and increase productivity.
Supports process improvement opportunities across end-to-end OneSource Service Center’s processes, and lead 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 Service Center’s services and customers by proactively identifying and addressing new requirements for case and knowledge management.
Manages contracts and vendor relationships related to OneSource Service Center’s case and knowledge management systems.
Supports recruiting, training, and employee development activities to support the OneSource Service Center’s call center.
Creates, fosters and maintains a collaborative, innovative and customer-focused team culture.
Supports employee engagement and development initiatives for OneSource Service Center’s employees to enhance job satisfaction and morale.
Coordinates closely with OneSource Service Center’s leadership team to provide OneSource Service Center’s employees with opportunities for cross training, rotational programs and career progression within the OneSource Service Center
Provides training to OneSource Service Center’s employees of use of the OneSource Service Center’s case and knowledge management system.
Collaborates with OneSource Service Center’s leadership and Associate Directors to develop overall OneSource Service Center’s 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 incorporate leading practices and innovative approaches and tools for service delivery into OneSource Service Center’s operations.
Minimum Education and Experience:
Bachelors degree in Business, Human Resources or related discipline and/or an equivalent combination of education and experience.
A minimum of two (2) years of working with Human Resource applications inclusive of professional HR related experience.
Required Knowledge, Skills, and Abilities:
Knowledge of case management (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.
Two (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.
Knowledge and experience using case management systems
Understanding of online employee training tools
Physical Demands and Work Environment:
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: 20ST0095
Location: Cook (RU-New Brunswick)
Internal Number: 109207
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.