at Hub International in Chicago, Illinois, United States
Job Description
ABOUT US
At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.
HUB is the 5th largest global insurance and employee benefits broker, providing a boundaryless array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 17,000 employees in more than 550 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.
ABOUT THE POSITION:
The Service Knowledge and Workflow Manager guides several key functions within the Technology and Operations Service Management Office to impart knowledge and enable the delivery of a high-quality service to stakeholders and end users. With a dual-focused role, the Knowledge and Workflow Manager is responsible for ensuring that service delivery intentions are activated with optimal service workflows garnered by quality knowledge resources for all process stakeholders. The Knowledge and Workflow Manager partners closely with HUB service owners to develop baseline, status, and improve service offerings, bringing the value of tools, data insights, and user support strategies to the service design. Positioned within the Operations, Strategy and Planning zone at HUB, the Knowledge and Workflow Manager will partner closely with our ServiceNow Solution Manager, ServiceNow developers, Vendor Managers, Project Managers, CMDB Administrator, Data and Reporting Analysts, Business Analysts, Knowledge Owners, Learning and Change team members, and Business Partners to ensure services are created, curated, managed, supported, and socialized in an optimal way.
MAJOR DUTIES:
Knowledge Management
+ Develop and implement the knowledge management strategy, roadmap, and governance framework and align it with the service management vision, goals, and objectives.
+ Oversee the design, creation, maintenance, and improvement of the knowledge base, and ensure that it meets the needs and expectations of the service users and service owners.
+ Manage the lifecycle and usages of knowledge articles, coordinating to ensure that they are accurate, relevant, complete, consistent, and accessible.
+ Establish and monitor the key performance indicators and metrics for knowledge management and evaluate the impact and value of knowledge on service delivery and customer satisfaction.
+ Coach and mentor the service process owners, managers, and practitioners on the best practices and techniques of knowledge management and foster a culture of knowledge sharing and collaboration across the service desk and the organization.
+ Communicate and coordinate with the senior management, stakeholders, and customers on the objectives, benefits, and outcomes of knowledge management, and report on the achievements, challenges, and lessons learned.
+ Participate in the defect review, enhancement request validation, requirement definition, and priority setting of the knowledge-related items in the ServiceNow development backlog
+ Stay informed about emerging technologies and industry trends to make informed decisions about knowledge management and service delivery.
Workflow Management
+ Oversee, socialize, and optimize the inventory of ServiceNow request and incident workflows.
+ Co-develop and maintain documentation practices for ServiceNow workflows to facilitate the capture of new service designs and modifications of existing designs in a consistent and comprehensive fashion that ensures ready reference and easy translation for developers, service delivery teams, and end users, as needed.
+ Partner with key service process stakeholders to design and implement ServiceNow request and incident workflows in support of service desk processes, policies, and standards, ensuring alignment with the best practices and frameworks.
+ Collaborate to evaluate and improve the effectiveness and efficiency of the service workflows, and identify and resolve any issues, gaps, or risks in the process workflows, queue management processes, or knowledge management system, continuously seeking opportunities for improvement, innovation, automation, and optimization.
+ Work with ServiceNow Solution Team to leverage best practices across service workflows.
+ Lead and facilitate service workflow design and redesign sessions, training and coaching service owners on recommendations and nuances.
+ Participate in the defect review, enhancement request validation, requirement definition, and priority setting of the workflow-related items in the ServiceNow development backlog
+ Define and monitor the roles, responsibilities, and accountabilities of the service process owners, managers, and practitioners, and provide them with the necessary guidance, training, and support.
QUALIFICATIONS:
+ Demonstrate the ability to undertake the above responsibilities
+ Excellent communication, collaboration, and leadership skills, with the ability to work effectively with diverse teams and stakeholders across different levels and functions.
+ Proven deliverable management skills, demonstrating excellent written and verbal presentation capabilities and commitment to quality output.
+ Excellent analytical, problem-solving, and decision-making skills, with the ability to identify, prioritize, and resolve issues quickly and efficiently.
+ Able to work under pressure and meet deadlines
+ Able to manage sensitive and sometimes confidential information
+ Strong analytical and reporting skills
+ Able to demonstrate initiative and a proactive approach to daily tasks
+ Demonstrated support and nurturing of a culture of customer service, transparency and accountability
+ ITIL Qualified and demonstrated knowledge of ITIL disciplines
REQUIREMENTS:
+ Minimum of three years of experience in knowledge management, service desk, or related fields, with proven record of delivering high-quality results and customer satisfaction.
+ Bachelor’s degree in information systems, computer science, business administration, or relevant disciplines, or equivalent combination of education and experience.
+ Certification or training in knowledge management methodologies, tools, and best practices, such as Knowledge-Centered Service, ITIL, or KMBoK, is preferred.
+ Proficient in using various knowledge management platforms, software, and applications, such as ServiceNow, SharePoint, or Confluence, and familiar with the latest trends and developments in the field.
+ ServiceNow capabilities, certification, and use a plus
+ Lean Six Sigma knowledge, use, and skills a plus
+ ITIL certification or designation a plus
+ Insurance brokerage background a plus
Although hybrid to Chicago or local Hub office is preferred, this position may consider remote candidates.
JOIN OUR TEAM
Do you believe in the power of innovation, collaboration, and transformation? Do you thrive in a supportive and client focused work environment? Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization? When you join HUB, you will be part of a community of learners and doers focused on helping our leaders maximize the potential of their employees.
Department Information Technology
Required Experience: 2-5 years of relevant experience
Required Travel: Neg
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