Knowledge Manager

Deborah Olivia Scott

**** ***** ****** ************, ** 19111

Phone: 267-***-**** Email: *****************@*****.***

Summary:

Highly trained and qualified Knowledge Management (KM) professional with more than 6 years of experience; capable of leading organizations in the implementation of a Knowledge-Centered Support (KCS)/KM program; exceptional communication and writing abilities; keen attention to detail; eloquent in speech and knowledge article creation to ensure content is easily consumed by others.

Education:

ROSEMONT COLLEGE

Rosemont, PA

-Master of Business Administration 5/15

-Study Abroad: Edinburgh, Scotland 7/15

-Study Abroad: Dublin, Ireland 8/14

THE PENNSYLVANIA STATE UNIVERSITY

University Park, PA

-Bachelor of Science in Health Policy and Administration 6/04

Professional Certificates:

ROSEMONT COLLEGE

Rosemont, PA

-Certificate of Leadership 5/15

Work Experience:

EPICOR SOFTWARE CORPORATION

Bensalem, PA

Knowledge Management Engineer 1/15 - Present

-Successfully launched the Knowledge Management program at Epicor

-Created structured knowledge article template types to drive consistency in article creation throughout all of Epicor; used information mapping to design standardized templates

-Manage knowledge workflows for new and revised content; oversee a centralized knowledge repository used by all internal and external customers; ensure knowledge is correctly catalogued/classified for effective searching

-Train and onboard new Knowledge Champions (subject-matter-experts) on knowledge creation in ServiceNow, the use of KCS methodologies and Information Technology Infrastructure Library (ITIL) best practices

-Content curation; continuous KM program process improvement

-Intelligent knowledge building - proactively identifying gaps or missing knowledge in ServiceNow; monitor and share knowledge consumption metrics with Support areas and senior management

INDEPENDENCE BLUE CROSS

Philadelphia, PA

Knowledge Management Content Analyst III 4/13 - 1/15

-Managed cross-functional projects within the Service Operations division; cultivated healthy working relationships with business partners

-Lead continuous business process improvement efforts within the division to gain operational efficiencies; leveraged tools and resources to simplify processes in place to maximize customer experience

-Assisted and supported various internal Medicare teams with completion of the Centers for Medicare & Medicaid Services (CMS) audits, furnishing required documentation as requested

Knowledge Management Content Analyst II 8/11 - 4/13

-Developed and composed new policies and procedures, alerts, announcements, job aids, desk procedures, scripting and frequently asked questions (FAQs) for the Customer Service, Claims, Enrollment, and Appeals & Grievances areas while adhering to tight deadlines

-Partnered with business associates in cross-operational team meetings; recommended process improvement and educational initiatives to enhance customer experience; served as a subject-matter-expert/technical liaison when appropriate

Business Systems Specialist 11/09 - 8/11

-Managed incidents reported to the Administrative Services Organization (ASO) Helpdesk and Customer Support Center (CSC) by internal and external customers

-Provided technical claims support to internal and external customers as a subject-matter-expect (SME) for the ASO Helpdesk and the Claims Out-of-Area (OOA) Production unit

-Gathered and analyzed data to conduct system diagnostics to establish root cause and solution; consulted with customers to provide technical support or alternative methods of resolution

Business Systems Specialist 3/08 - 10/09

-Facilitated correspondence between internal operational teams and external Veridign Health Solutions customers, third party administrators, and software vendors

-Maintained and provided updates to internal and external Veridign clients on a daily basis while documenting and reporting information using the HP Service Desk tool

-Represented the ASO Help desk in cross-functional meetings with Business and Operations Support Services (BOSS) teams in order to resolve Veridign client issues

Awards/Recognition:

-Received the EpicCare Customers for Life Recognition 3/17

Recognized for my hard work and dedication to launching EpicCare; successfully initiating Knowledge Management at Epicor

-Q3 Winner of the Epicor Global Support Extra Mile Award for FY16 4/16

Honored for going the extra mile for customers and colleagues in deploying the KM program

References:

-Furnished upon request

Contact this candidate