Lead Knowledge and Request Analyst

The Team Lead for Knowledge and Request Management plays a crucial role in overseeing and guiding the team responsible for managing the organization's knowledge base and handling service requests efficiently. This position requires a strategic thinker with strong leadership skills to ensure seamless operations and continuous improvement in knowledge management processes.

Position Compensation Range:

$97,000.00 - $164,000.00

Pay Rate Type:

Salary

Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Key Responsibilities:

Leadership and Team Management:

• Lead and mentor a team of knowledge management and request handling professionals.

• Foster a collaborative and innovative team environment to drive performance and engagement.

Knowledge Management:

• Develop and implement strategies for effective knowledge capture, storage, and dissemination.

• Ensure the knowledge base is up-to-date, accurate, and accessible to all employees.

Request Management:

• Oversee the request management process to ensure timely and accurate handling of service requests.

• Implement best practices to optimize request handling workflows and improve customer satisfaction.

Continuous Improvement:

• Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.

• Monitor key performance indicators and report on team performance to senior management.

Stakeholder Collaboration:

• Collaborate with cross-functional teams to align knowledge and request management strategies with organizational goals.

• Serve as a point of contact for stakeholders to address concerns and provide solutions.

Qualifications:

• Proven experience in ITIL framework, knowledge management, and request handling.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Ability to think strategically and implement process improvements.

• Familiarity with knowledge management tools and platforms.

Impact:

The Team Lead for Knowledge and Request Management will play a pivotal role in enhancing the organization's ability to manage information and service requests effectively, thereby contributing to improved operational efficiency and customer satisfaction.

Additional Information

• Offer to selected candidate will be made contingent on the results of applicable background checks

• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

• Sponsorship will not be considered for this position unless specified in the posting

In this flex office/home role, you will be expected to work a minimum of 10 days per month from one of the following office locations: Madison, WI 53783; Boston, MA 02110 Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; #LI-Hybrid
Candidates must reside within a 50-mile radius of the office location (or 35-mile radius for Boston)

Internal candidates are encouraged to apply regardless of location and will be considered based upon the needs of the role.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

American Family Insurance is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please email AskHR@AmFam.com to request a reasonable accommodation.