Consultant, Knowledge Management

Job Description

Job Description

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

The Knowledge Management Consultant is responsible for managing Client Care content for within Microsoft Dynamics support articles and function as the knowledge management expert for client experience improvements. This role involves editing and publishing new and updated content and documentation to team members and will require a strong partnership with the Service Experience team members, Product Support Engineers, Training, and other key stakeholders. Additionally, this role involves ongoing oversight of knowledge governance.

This role performs a range of knowledge management tasks that support the overall Client Care knowledge strategy, including but not limited to the following responsibilities:

• Collaborate closely with line of business leadership to understand gap analysis for current knowledge
• Oversee business-critical documentation, ensuring alignment with content standards inclusive of style guides and templates, for consistency and quality across knowledge
• Partner with line of business leadership to understand and analyze impact of product changes and feature launches on business processes and related knowledge
• Execute the implementation of long-term knowledge management strategies in partnership with the Director of Knowledge Management
• Collaborate with line of business leadership to make changes to documentation and processes, as required
• Manage multiple projects and priorities effectively, ensuring timely delivery of high-quality documentation
• Train new and existing users of the knowledge base to train for user roles and provide day-to-day user support
• Assess and implement AI solutions for content development and management
• Champion continuous improvement by measuring the impact of documentation efforts through various metrics and analytics
• Partner with a Service Experience/GTM liaison to understand product changes and feature launches sufficiently to assess the potential impact to Client Care and direct related process and documentation changes
• Provide ongoing communication to team members across Client Care for process and documentation changes

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Effectively manages tasks, meets all expectations, and follows through.
• Displays a sense of urgency and motivation to succeed.
• Exhibits high standards and persists in setting and accomplishing goals.
• Takes initiative and works independently, taking ownership of outcomes.
• Understands and anticipates the needs and expectations of internal and external customers and deliver high-quality products or services that meet or exceed them.
• Demonstrates an ability to simplify, improve, and find lean solutions.
• Generates novel and useful solutions to problems or opportunities.
• Uses communication skills to inspire, influence and motivate others.
• Manages stressful situations appropriately and adapts easily to shifting priorities and challenges.
• Understands the importance of relationship management with key stakeholders and peers
• Efficiently manages projects and time and introduces innovative ideas and processes to make things better.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 87,600.00 to 127,050.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.