What You Will Do

Support the SSFCU Knowledge Management (KM) strategy. Assist in the ongoing lifecycle (development, review, validation, auditing, hosting, and maintenance) of all KM training content/ processes/ procedures. Conduct audits to improve content consistency, efficiency, ease of access, accuracy, and knowledge flow breaks. Reviews, updates, edits, and organizes knowledge articles for structural consistency, technical accuracy, clarity, grammar and spelling to ensure that documentation meets process standards via content markup. Partner with direct leader to identify KM program enhancements and various ways to improve user experience. Collaborate effectively across the enterprise on projects, policies, processes, and procedures. Support enterprise projects by understanding, planning, responding, and contributing to deliverables with a sense of urgency and positive approach. Serve as a consultant to LOB partners to gain understanding of problems, goals, objectives, and provide solutions. Maintain accountability for project deliverables/deadlines, identification of risks, and consistent communication of progress to stakeholders / leadership in a timely manner. Deliverables can include maintaining the knowledge management system by updating knowledge articles, training manuals, FAQs, Standard Operating Procedures, conceptual diagrams, process flows, data models, prototypes for enhancements, and user-interface designs, use case scenarios, and screen layouts. Support the implementation and end-user experience for all KM tools, resources, and software. Serve as a champion of the training knowledge management platform; ensure successful training, launch and adoption is achieved by all SSFCU departments. Is self-driven, develops and finds new ways to improve own skillset, and is an active participant in their growth/career trajectory. Emulates core values throughout all interactions by displaying enthusiasm and promoting a positive environment. Completes any other job-related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization’s Core Values.

What We Require

Bachelor degree in Management of Information Systems, Information Technology, Web Design, Communication, and /or comparable experience. Minimum of two (2) years of experience creating web content, knowledge management process creation, optimization and best practices with the CMS, technical and digital content creation, and creative writing experience. Hands-on consultative, collaboration, and process improvement skills. Strong working knowledge of technical content management and UX best practices. Experience using HTML, SharePoint Designer, Adobe Creative Suite, Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint and Visio. Advanced working knowledge of the content development cycle and extensive experience in content and information architecture. Should possess a strong grasp of related disciplines such as online copywriting, instructional writing, technical writing and SOP and user experience. Experience with analysis of data, file structures, format transformations, data mapping & protocol mediation. Effective internal & external communication and relationship building skills that operates across functional boundaries.

Ideal Candidate Will Have

Financial Institution experience along with expertise building knowledge articles. Is a self-starter with a strong attention to detail, drive for continuous improvement and a passion for knowledge/content management and user experience. Excellent oral presentation, written & interpersonal skills. Professional in performance, appearance, enthusiastic about credit union training, products, and services. Use creativity in training preparation & presentation. Comfortable with ambiguity and willing to take principled risk on new technology. Ability to establish, implement, and enforce appropriate KM standards to meet business specifications. Works in a team environment, meet deadlines, and take on a high level of responsibility and accountability. Superb critical thinking, analytical, interpersonal, written and verbal communication skills. Excellent organizational skills with the ability to pay close attention to details. Knowledge of, or ability to learn, organizational and/or departmental specific hardware and software systems, process and procedures.