Knowledge Management Lead

Zurich Insurance is a leader in risk management with over 150 years of expertise. They are seeking a Knowledge Management Lead to oversee the IT Knowledge Management process and ensure service levels are achieved by improving knowledge collateral and enhancing end-user satisfaction. Responsibilities Oversee the IT Knowledge Management process: conduct interim audits, review collateral with application owners, manage manual clean-up activities, and help asset owners write clear & concise material Ensure end user engagement by managing the post-ticket survey feedback process Support Service Desk Lead in routine audit and data analysis Leverage process development and communication skills to drive Continuous Process and Operational Improvement opportunities based on internal data and industry guidelines Provide oversight to individuals driving Total Problem Care and ticket resolution; assist Total Problem Care team with ticket routing issues when needed Collaborate with global colleagues to implement and/or expand 'best practices' for more consistent operations and end user service delivery Identify & implement strategy and maturity improvement based on trends, technology offerings, data, etc Interpret data and metrics using quantitative and analytical skills to evaluate the end user experience Skills Bachelors Degree and 0 years of experience OR High School Diploma or Equivalent and 2 or more years of insurance or business experience OR Zurich Certified Insurance Apprentice including Associate Degree Benefits Short-term incentive bonus eligibility set at 10% Competitive pay and comprehensive benefits for employees and their families Company Overview Zurich Insurance Group (Zurich) is a leading global multi-line insurer founded more than 150 years ago, which has grown into a business serving more than 75 million customers in more than 200 countries and territories, while delivering industry-leading total shareholder returns. It was founded in 1872, and is headquartered in Zürich, Zurich, CHE, with a workforce of 10001+ employees. Its website is