Manager, Outreach and Knowledge Manager

University of Maryland Division of Information Technology   College Park, MD   Full-time     Information Services / Technology (IT)
Posted on November 17, 2022
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Position title: Manager, Outreach and Knowledge Manager
Position #: 106400

The Division of Information Technology (DIT) at the University of Maryland, College Park, is seeking an Outreach and Knowledge Manager. The Manager supports the Director’s overall responsibility for customer facing IT Knowledge Management and Outreach by overseeing daily operations related to content (articles, posts, videos) creation and management, requests for changes and updates, and adherence to quality guidelines. Duties include: collaborating with the Director and other managers to create a strategic vision for Community Support & Outreach, providing daily and weekly service statistics, developing and carrying out quality assurance activities, leading projects, developing and deploying knowledge-centered support methodologies, coordinating outreach events, carrying out shift-left strategies, facilitating automation of tasks, championing AI adoption, reconciling issues raised to management, and representing Knowledge Management and Outreach interests on project teams. The Manager receives strategic direction from the Director to ensure daily operations align with organizational goals.

In addition to daily operations, the Manager acts as a project manager, ensuring Knowledge Management and Outreach initiatives are successfully deployed. The Manager ensures that DIT knowledge resources align with services and meet customer needs. The manager also acts as a business analyst, capturing and analyzing business processes and technology initiatives, and ensuring adequate service deployment.

Minimum qualifications
Education:
Bachelor’s degree or an equivalent combination of education and experience.
(4 years experience/education)
 
Experience: 
    • 5 years experience in knowledge management or related activities, including one year experience in a supervisory role.

 


KNOWLEDGE, SKILLS AND ABILITIES:
  • Strong customer service skills.
  • Strong writing and verbal communication skills.
  • Ability to lead team members, instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike.
  • Ability to prioritize and execute against multiple competing tasks.
  • Effective problem solving skills.
Preferences:
EXPERIENCE:
    • Experience with video production

 

KNOWLEDGE, SKILLS AND ABILITIES:
  • Knowledge of at least two of the three major computing platforms supported (Windows, Apple, UNIX) is preferred.
  • Familiarity with ITIL 4.
Additional information: 
Benefits Included:

 

Salary range is in the $70Ks to $80Ks.

**This position does not provide sponsorship for Visas.
 
Physical demands: 
This position requires the ability to lift computer equipment, occasionally travel across campus to different locations and to operate a motor vehicle.

Best consideration date: 12/07/2022 or open until filled


Please apply at: https://ejobs.umd.edu/postings/102023


Vaccine protocol: The University of Maryland has made the safety of our students, faculty and staff, and our surrounding communities a top priority. As part of that commitment, the University System of Maryland (USM) recently announced that students, faculty, and staff on USM campuses this fall, including UMD, are required to be vaccinated against COVID. As a prospective and/or a new employee at UMD, you will be required to comply with the University’s vaccination protocol. Proof of full vaccination will be required before the start of employment in order to work at any University of Maryland location. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement at return.umd.edu and must have an approved exemption prior to the start of their employment. Failure to provide proof of vaccination or to obtain approval for a medical or religious exemption will result in the offer of employment being rescinded.
 
Background Check: Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.
 
EOE/AA