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This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

The Manager, Knowledge Base is responsible for overseeing all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets. Manager, Knowledge Base will support the content architecture/knowledge management strategy. The role will focus on developing, auditing, and maintaining high quality content for colleagues. Work closely with key stakeholders across the company to maintain consistency at a global scale and align the content strategy with the vision. Will play a significant role in the development of a successful and effective knowledge base and will have a direct impact on employees day to day. You will be well-equipped with the knowledge base features, functionality and be able to communicate this to teams effectively. As managers in a fast-paced and knowledge-driven environment, you will have to be able to identify concepts and ideas and come up with solutions quickly.

Position Responsibilities:

• Oversees all knowledge-related activities, including the management, capturing, sharing and accessibility of knowledge assets.
• Support the knowledge management strategy for our knowledge base and maintain high quality, up-to-day, and searchable content for audiences of varying skill level.
• Promoting collaboration and knowledge sharing through defining, supporting, and encouraging the use of knowledge to colleagues of all skill levels and roles.
• Work effectively across the organization globally with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services.
• Ensuring that knowledge technologies are up-to-date and working according to function, as well as ensuring that colleagues are not misusing company tech infrastructure.
• Monitor progress by leveraging analytics to assess the impact, engagement, functionality and effectiveness of knowledge management strategy.
• Establish written guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
• Ensure they and their appointed team accountable for compliance to the company’s expectations and strategies.
• Play a significant role in the development of a successful and effective knowledge base and will have direct impact on colleagues day to day.
• Well-equipped with the knowledge base features, functionality and be able to communicate this to teams effectively.
• Identify concepts, ideas and come up with solutions quickly.
• Demonstrate a commitment to Hyatt core values.

Experience:

• 2 years of experience in Knowledge Management role
• Knowledge of Hyatt systems preferred
• Proven experience in data analysis and strategic planning

Education:

• Bachelor’s degree in Knowledge Management, Information Systems, or related field preferred but not required

Computer Skills Needed:

• Microsoft Office products
• Proficient in knowledge management systems

Additional Comments and Requirements:

• Excellent problem solving and organizational skills
• Able to work independently and collaboratively
• Strong interpersonal, written, and verbal communication skills
• Proficient in knowledge management systems and processes

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.