Description
Hybrid: This position does not require an employee to be on a full-time basis (3 times a week)
What You'll Do (Responsibilities):
Knowledge Management :
- Train and support Sao Caetano Service Center agents, authors and approvers in using the Knowledge Management tool (GM ITSM)
- Manage the tool as Knowledge Manager (administrator & publisher role)
- Create/Maintain user profiles and update them as changes arise
- Publish articles making sure to audit the format and step by step process
- Manage delinquent workflow documents in the approval process and reach out to authors, approvers and managers as needed
- Work with IT to resolve system issues
- Review the monthly Knowledge Management usage reports, discuss trends and improvements with the local leadership
- Perform User Acceptance Testing for Knowledge Management tool changes
- Share feedback and local ideas for improvements with the global team
- Assist Global Lead with special projects related to Knowledge Management (i.e. Prep content for Socrates Integration)
- Analyze training strategies according Flexibility Chart results
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Training
- Develop the site annual training plan based on a training needs analysis, skills assessment, and site business plan
- Develop training material as needed
- Conduct new hire training
- Organize and deliver training for all work migrating into the site and for tool releases/changes (i.e. Siebel)
- Develop scorecards and perform "License to Operate" assessments
- "Train the Trainer" (T3) as needed
- Develop training strategies to improve the efficiency and effectiveness of training delivery
Additional Description
Your Skills & Abilities (Required Qualifications):
- Bachelor's degree preferably in education, human resources or related areas
- Experience with Knowledge Management systems or Learning Management tools and how they are used in a contact center environment (ex: Servicenow, Salesforce, etc)
- Demonstrated ability to conduct training sessions effectively
- Presentation skills
- Advanced or Fluent in English
What Can Give You A Competitive Edge (Preference Qualifications):
- Demonstrated ability to analyze data and present key insights in formal meetings
- Experience in customer service
About GM
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Why Join Us
We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
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Diversity Information
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging for all employees. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire
Non-Discrimination and Equal Employment Opportunities (U.S.)
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Accommodations (U.S. and Canada)
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