Knowledge Manager Ii - Global

The deadline to apply for this position is close of business on Thursday, March 21.
Habitat for Humanity International (HFHI) is seeking two talented individuals to fill two Knowledge Manager II - Global roles. This position plays a critical role in MyHabitat, working with program area Content Owners to ensure appropriate content is created, organized, published and maintained within this environment. MyHabitat, which utilizes SharePoint Online, is one of the most critical tools Habitat affiliates, national organizations, and HFHI employees have at their disposal to learn, share, and improve. The platform also plays a vital role in communications for the network. Nearly 90% of affiliates use MyHabitat, and nearly every service offered by HFHI to its affiliates and national organizations identifies MyHabitat as a primary communication channel.
This role is part of a dedicated MyHabitat Knowledge Management team that curates the day-to-day maintenance of quality content and facilitates the exchange of information around their given topic areas. They work with Subject Matter Experts, Content Owners and Focal Points to manage content and conversations within the Knowledge Center and Viva Engage, analyzing site usage data, identifying missing content, fostering the exchange of information and knowledge, and leading the organizational growth within this online environment.
The Knowledge Manager II – Global should be a strong communicator, both verbally and written, and have a strong orientation to detail. They are proficient in knowledge management, with a human centered design focus seeking to continuously improve the user experience by leveraging the functionality of SharePoint Online and by measuring customer experience, engagement and satisfaction.
These positions may be based remotely within the US and requires 5% travel.
Responsibilities

• Ensure adherence to the MyHabitat content life cycle governance and procedures, including expectations for roles and relationships, communication, branding guidelines, publishing and retirement processes, content reviews, repairing broken links, tagging files and pages with meta-data, using template pages and UX design principles. (45%)
• Develop strong consultative relationships with key stakeholders to design, plan, promote and retire content for assigned subject areas. (30%)
• Monitor online communities of users; seeking opportunities to coach subject matter experts on how to best deepen online engagement. (5%)
• Use MyHabitat reporting features to monitor frequency of use, satisfaction levels, and other indicators to coach on interpreting usage data and demographics. (5%)
• Work with the Knowledge Management team members to: ensure a positive user experience; orient Content Owners and Focal Points to processes, expectations and new webpart features; and improve strategies to better understand, and thereby improve, our customers’ MyHabitat experience. (5%)
• Inform, influence, and implement new processes based on sound analysis and impact metrics that lead to improved customer experience. (5%)
• Conduct virtual training sessions and participate in KM socialization efforts for employees regarding the use of virtual collaborative tools, Knowledge flow processes and to orient customers to platform and search functions. (5%)

Requirements

• Bachelor’s degree.
• 4+ years of experience in any combination of the following: customer experience/service, marketing, journalism, communications, digital library management, UX Design, product development, adult learning, content creation and curation for Habitat network, serving network as a facilitator, trainer, learning specialist, or consultant, on-line self-service library management, project management experience with SmartSheets.
• 3+ years of experience with HFHI.
• 2+ years experience with technology solutions, tools and platforms needed to support knowledge management.
• Advanced knowledge of Microsoft Office products, especially Word, Excel, PowerPoint and Outlook.
• Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot and resolve issues.
• Proven ability to apply effective knowledge management, user experience and learning-centered consultative skills and processes.
• Active support of HFHI Values:
• Humility – We are part of something bigger than ourselves.
• Courage – We do what’s right, even when it is difficult or unpopular.
• Accountability – We take personal responsibility for Habitat’s mission.
• Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.

Preferred

• Demonstrated experience with consulting, training or coaching.
• Demonstrated experience building strong relationships across a diverse group of Content Owners, Focal Points and Subject Matter Experts.
• Able to provide direct feedback in a respectful way.
• Capable of making tough decisions about content design and management.
• Strong verbal and written communication skills.
• Technically savvy, or a quick study for technical areas.
• Basic understanding and use of SharePoint Online.
• Self-directed learner—eager to build capabilities that will lead to continuous improvement of MyHabitat technologies.
• Ability to balance innovative thinking with practical learning and knowledge sharing solutions.
• Self-starter - curious and persistent in seeking out information.
• Experience with SmartSheets.
• Experience participating and/or facilitating online communities.
• Experience building end-to-end customer service workflow mapping to evaluate effectiveness of current processes.
• Experience in creating business case and justification to drive process improvements.
• Experience with change management and digital transformation initiatives.
• Positive experience working on an all-remote team.

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.

For work locations in the US, the salary range for this position is between $58,900-$88,300 per year. The target hiring range for this position is $62,560 - 69,920.
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