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Senior Lead Technology Support Knowledge Manager

at Hilton in Memphis, Tennessee, United States

Job Description

\\\This role can be located in Memphis, TN or be Remote\\\

From smartphone capabilities like Digital Key to Hilton Smart Rooms that allow for integrated entertainment, temperature, and lighting controls, Hilton’s Global Technology team is responsible for creating the hospitality experience of the future – for our guests, owners, and Team Members\. Through innovative technology development and deployment, this team ensures Hilton has the technology needed to support our continued global growth while remaining at the forefront of hospitality technology innovation\.

What will I be doing?

The Senior Lead Technology Support Knowledge Manager ensures that the Technology IT organization is able to capture, analyze, store, and share knowledge and information\. The primary goal of the Knowledge Manager is to improve efficiency by reducing the need to rediscover knowledge\.

Responsibilities to include:

+ Ensure Resolver Groups create, modify, and update all knowledge articles using the approved templates
+ Conduct a weekly review of all updated and created articles tracking and follow\-up on actions accordingly
+ Review all articles that are reaching expiration and instigate appropriate remediation actions
+ Review feedback on articles, acknowledge and instigate remedial action where applicable
+ Liaise with Operational Readiness, Problem Management, and other stakeholder teams to renew and/or replace software/hardware articles
+ Participate as a member of a large team providing 24X7 on\-call coverage

What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

+ Strong collaboration skills with the ability to influence resolver groups in meeting Hilton’s objectives
+ Robust communication skills and the ability to ensure articles are written with the consumer in mind
+ Attention to detail and high standard of English grammar
+ Achieving agreed goals and objectives

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

+ Ten \(10\) years of professional work experience in Technology or a related field
+ Five \(5\) years specializing in Knowledge Management
+ Five \(5\) years working in an ITIL compliant service or support delivery role
+ Ability to travel up to 10% as needed

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

+ Bachelor’s Degree, or Associate’s Degree plus 6 years of Technology related experience, or High School Degree/GED plus 12 years of Technology related experience
+ Twelve \(12\) years of professional work experience in Technology or related field
+ Five \(5\) years of experience working in a Hilton Support role
+ Prior ITIL use of ServiceNow or similar IT Service Management \(ITSM\) application
+ ITIL Certification

What is it like working for Hilton?

The future of hospitality is bright at Hilton \(https://www\.hilton\.com/en/\): a leading global hospitality company with a diverse portfolio of world\-class brands \(https://jobs\.hilton\.com/us/en/brands\) \. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100\-year history\. Hilton is proud to have an award\-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces\.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits \(https://jobs\.hilton\.com/us/en/benefits\) such as workplace flexibility, career growth and development, and our Go Hilton travel discount program\. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices-along with those of our Guests, Owners, Suppliers, and Partners-to cultivate a diverse and inclusive \(https://jobs\.hilton\.com/us/en/diversity\-home2\) environment for all\. Check out the Hilton Careers blog \(https://jobs\.hilton\.com/us/en/blog\) and Instagram \(https://www\.instagram\.com/hiltoncareers/\) to learn more about what it’s like to be on Team Hilton\!

We are an equal opportunity employer and value diversity at our company\. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment\. Please contact us to request accommodation\.

For Colorado applicants only: The annual salary range for this role starts at $81,000 and is based on applicable and specialized experience and location\. Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short\-and long\-term disability insurance, a 401\(k\) savings plan, paid time off, and our travel discount\. Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive \(Bonus\) Plan consistent with other team members at the same level and/or position within the Company\.

Job: Technology

Title: Senior Lead Technology Support Knowledge Manager

Location: null

Requisition ID: COR011PR

EOE/AA/Disabled/Veterans

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Job Posting: JC196324408

Posted On: Oct 31, 2021

Updated On: Jan 02, 2022