Job Description

What does a great Knowledge Program Manager do?

A Knowledge Program Manager is responsible for building out the knowledge strategy for our support organization to position our team for future growth and success. This includes our internal knowledge base as well as the development of client facing content utilizing Knowledge-Centered Service (KCS). In this role you will be focused on developing and implementing knowledge management strategies and tools which will reduce the number of cases coming into the support team as well as improving our new hire onboarding and reducing overall associate ramp up time.


As a Knowledge Program Manager, you can look forward to:

Continued management and implementation of Client Services Knowledge Program
Working closely with Client Services teams and Knowledge Coaches on content and processes
Working with Leadership to promote knowledge sharing throughout the organization
Maintaining, managing, and enhancing the organizations knowledge infrastructure
Sharing best practices and tactical knowledge across the organization


Basic Qualifications for Consideration:

Bachelors degree in business administration, project managements, or communications
Prior experience with Knowledge Management methodologies, tools, and concepts
Ability to communicate with all levels of management and associates
Excellent written and verbal communication skills
Excellent problem-solving, analytical, and investigative skills
Ability to manage own work on multiple concurrent projects
Experience with both internal and external (client facing) knowledge base


Preferred Qualifications for Consideration:

Experience with ServicePoint knowledge bases and/or Smart Guide preferred
Project management experience (development of plans and schedules, issues, risks, etc.)
Understanding of the Knowledge-Centered Support (KCS) methodology

Learn more about Fiserv:

To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.

We are FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Life moves fast. And as it does, we know most people arent thinking about financial services. But we are.

We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.

Were Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The companys approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.

Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE 500 company and one of FORTUNE Magazine Worlds Most Admired Companies for the seventh consecutive year, we are committed to excellence and purposeful innovation.

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

Explore the possibilities of a career with Fiserv and Find Your Forward with us.