Fifth Third Bank, N.A. Knowledge Management Specialist in Cincinnati, Ohio
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GENERAL FUNCTION: Position is responsible for following established practices and procedures for creating knowledge articles and communication needs. Works directly with Subject Matter Experts (SMEs) for content, when articles are non-compliant, when changes are requested; and performs article review on a periodic basis. Requires expert knowledge of written English language and strong skills in technical editing. Interacts frequently with the Knowledge Manager, other Knowledge Management team members, SMEs and Business Analysts.
Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Collect, compile and organize specific content. Will use source content such as existing knowledge bases and business requirements documents.
Map source content to pre-existing templates and overall content framework.
Author new content into the knowledge bank and maintain existing content through periodic review and through end user feedback.
Make sure that all content meets standard presentation requirements as well as grammar and punctuation standards as defined by internal and external style guides.
Utilize article usage reports and QlikView reports to monitor knowledge base workflow queue for new work assignments; remove authored or updated content in the workflow to SMEs, as well as articles rejected by the them and/or KM Publishers.
Tag knowledge base articles with appropriate metadata. Review suggestions for new knowledge articles monitor feedback queues and incorporate fixes into knowledge articles.
Monitor knowledge bank feedback for business/process related (non-technical) questions and issues.
Monitors daily workflow queue to make sure that there is no backlog, so articles are published in a timely fashion.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
College degree or equivalent experience that will provide for the presentation of a strong business acumen.
Expert knowledge of written English language and strong skills in technical editing. Strong attention to detail.
Exerts broad discretion regarding development/revisions of knowledge base content. Requires minimal direction.
Understanding of end user needs for maximizing efficiency.
Knowledge Management Specialist
LOCATION -- Cincinnati, Ohio 45227
Fifth Third Bank, National Association is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.
Fifth Third Bank, National Association is one of the top-performing banks in the country, with a history that spans more than 150 years. We’ve staked our claim on looking at things differently to make banking a Fifth Third better. This applies to our relationships with customers and employees alike.We employ about 18,000 people while offering:• A chance for employees to build their future, with supportive career development and comprehensive health and financial wellness programs.• An environment where we win together by celebrating achievements and working collaboratively.• An opportunity to make a difference in a positive and lasting way. Everything we do is geared toward improving lives.We’re proud that Fifth Third is a warm and caring place to grow – as a customer and as a team member.