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Title: Manager, Knowledge Management
Position Summary:
The EY Global Tax Platform (GTP) Operations team is looking for Manager, Knowledge Management to lead a team that will develop and maintain application documentation structured for business users.
The Manager, Knowledge Management will report to the Sr Manager, GTP Operations, and will be a member of the GTP Operations Team. The ideal candidate will be an expert with deep experience in leading teams that create informative content, working closely with the Product Management and Development teams to design, build, and deliver content appropriate for a non-technical, business audience. The role requires experience with leading teams, Microsoft Word, Adobe Acrobat, Sharepoint, video creation tools and related technologies. The role also requires the ability to analyze complex business solutions to design and develop user-facing content that educates and improves the understanding of business users.
The Global Tax Platform Operations Team is a collegial team of experts in various domains supporting our Tax engagement teams. As a member of the GTP Operations team, the Manager, Knowledge Management will work in a collaborative and supportive group and will be responsible for key deliverables to support a portfolio of tax service lines.
Essential Functions of the Job:
Provide supervision and daily direction of work for a team of documentation and video creation specialists. Be an active participant in a team of senior and highly experienced tax technologists. Pursue and build relationships across business and IT teams to better understand the usage of tax application capabilities. Has experience and understands how to work in an Agile methodology. Participates in the development and review of user-facing deliverables within an Agile methodology. Develops various formal and informal artifacts to communicate the use of tax domain related solutions. Estimates work effort and communication modalities at a solution level. Monitors adherence to methodologies, tools and KPIs. Maintain effective & consistent communication within the team, with peers and with stakeholders. Collaboration with the training organization to create content for training course development. Develops and delivers other business-facing communications as assigned. Identifies potential points of contention for missed activities, notifies leadership of a situation and provides remediation plan. Anticipates problems before they occur; defines a problem; identifies possible causes; works with a team to find solutions; selects and implements the most appropriate solution.
Analytical/Decision Making Responsibilities:
Ability to clearly articulate both problems and proposed solutions. Proactive approach to identifying issues and presenting solutions and options, and where appropriate, leading to resolution. Ability to prioritize personal and team workloads to best meet organizational objectives. Executes on sound analytical skills and problem-solving skills needed to manage multiple challenges simultaneously per each project assigned when needed.
Knowledge and Skills Requirements:
Excellent ability to abstract real world scenarios into easy-to-understand, business-facing documentation. Excellent ability to recognize different options and to propose value-add solutions. Excellent ability to balance what is “right” with what is “realistic”. Excellent ability to stay focused on identified priorities. Excellent ability to make recommendations in situations of ambiguity and the absence of complete facts. Effectively coordinates work with peers and ensures successful delivery. Works independently under minimal guidance with regular alignment with manager Effective written and oral communications. Timely creation of appropriate artifacts e.g., Quick Reference Guides, estimates, WBS, review checklists, etc. Interpersonal communication and organizational skills required to operate as a contributing member of virtual teams that deliver quality services. Maintains awareness of new and emerging technologies and the potential application on service offerings and products Experience working in a global, vendor–enabled team Awareness of Tax business domain is a plus
Supervision Responsibilities:
Provides daily direction to team members and manages work assignments. Works with limited direction and oversight. Takes accountability for the quality of the team’s deliverables, to agreed schedule and estimates. Coaches, coordinates and leads co-workers and project team members.
Other Requirements:
Occasional overnight travel, including international, may be required
Education:
Bachelor's degree in Communications, Computer Science, engineering, or related discipline or equivalent work experience Master’s degree preferred
Experience:
Minimum of 2 years of experience managing a team of technical writers. Minimum of 4 years hands-on experience in Microsoft Word and/or Adobe Acrobat. Minimum of 5 years of working in multi-cultural, multi-disciplined, globally dispersed team Minimum of 4 years of experience with the creation of business-facing application documentation. Experience with video creation tools preferred.
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