As an Operations team member, you will play a crucial role in delivering world class customer service and capabilities to our policyholders – now and in the future. As an Associate Knowledge Management Specialist, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. You will be part of a team focused on ensuring that our associates, applications, and our knowledge artefacts are connected through standardized and well g... more details
At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.
We apply that same compassion and empathy as we work with each other and our local communities, Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.
Our four values guide our strategy, our decisions, and our interactions:
Make it human. We care about the people that make up our customers, colleagues, and communities.
Make it about others. We do what’s best for our customers and collaborate to drive progress.
Make it happen. We work with intention toward a common purpose and forge ways forward together.
Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.
POSITION TITLE
Associate Knowledge Management Specialist
POSITION LOCATION
This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.
YOUR ROLE
As an Operations team member, you will play a crucial role in delivering world class customer service and capabilities to our policyholders – now and in the future.
As an Associate Knowledge Management Specialist, you’ll play a crucial role in delivering world class customer service and capabilities to our policyholders—now and in the future. You will be part of a team focused on ensuring that our associates, applications, and our knowledge artefacts are connected through standardized and well governed data structures, applications and site collections. While you will not be writing technical documents, Knowledge Management Specialists focus on understanding the different data and applications that connect our knowledge content, and our end users. You will work closely with the Knowledge Management Leader and Knowledge Architect ensuring that content is searchable, accessible, reliable and available. Additionally, you will partner with data analytics, IT, and other parts of the business, to bring standardization to how our metadata is utilized to enhance audience targeting. You will need to have strong design thinking skills and an ability to create information flows and templates as you help design product and data structures from both a customer perspective, and the operational perspective.
Simply put, our mission is to create, organize, and maintain the internal operational content, making it universally accessible and valuable to our internal teams, stakeholders, and technological solutions. This helps Genworth do what it does best, keep promises to customers every day.
What you will be doing
Build strong relationships with partners and foster an environment of trust.
Work with the Knowledge Architect to and the business to identify, understand, and map out emerging knowledge needs; integrating Knowledge Management Tools into Operational processes.
Work with the Knowledge Architect to design feedback loops that allow the Knowledge Management team to drive adoption and gather continuous feedback on content and tools.
Support the Knowledge Management team in gathering and analyzing data concerning UX/UI of our Operations Intranet. Ensuring that changes can be measured for impact.
Assist the Practice Leadership team on execution of Strategic Priorities as needed.
Work closely with the Knowledge Management Leader, Knowledge Architect and Technical Writers to implement KM strategies leveraging SharePoint Online
Follow data quality rules and processes to remove duplicate data, cleanse inaccurate data, standardize data entries and schedule data analysis reports.
Review and take necessary steps to update data in the SharePoint Term Store and associated Metadata libraries.
Experience leading meetings with stakeholders from across the enterprise to ensure unified vision for success.
Possession of excellent verbal and written communication skills
Associate or bachelor’s degree from an accredited college or university with a major in a technology field, including Computer Science, Software Engineering, Advanced Analytics.
Work with the Knowledge Architect to create, edit, and manage a collaborative SharePoint site to coordinate operations, documentation, and training.
Ability to multitask and prioritize tasks effectively in a fast-paced environment.
Document technical aspects of KM processes and procedures for reference and training purposes.
What you bring
Bachelor’s degree and/or equivalent years’ experience in Knowledge Management with Process Improvement
Experience in documenting and working on business processes and procedures.
Ability to influence stakeholders to achieve impact through collaboration, presence, and strong communication skills.
Stakeholder management across internal business units
Strong self-driven time management and prioritization abilities
Strong knowledge of the Microsoft Suite of products
Nice To Have
Bachelor’s degree in Business Analytics, Data Analytics, or Computer Science
Experience with SharePoint, Power BI, and Power Automate a plus
Agile or PMP certification a plus
Employee Benefits & Well-Being
Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.
Competitive Compensation & Total Rewards Incentives
Comprehensive Healthcare Coverage
Multiple 401(k) Savings Plan Options
Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
Disability, Life, and Long Term Care Insurance
Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
Caregiver and Mental Health Support Services
ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $51,800 up to the maximum of $103,100. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 7% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.
