Knowledge Management Specialist

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

POSITION TITLE: Knowledge Management Specialist   DEPARTMENT: BTS End User Support

CLASSIFICATION: Contractor

Position Purpose

The BTS Global Service Desk Knowledge Management is a strategic IT business partner that provides support with the Level 1 technician and a centralized point of contact for Global Payments corporate employees and contractors by developing and implementing strategies to capture, organize, and distribute knowledge within the Global Service Desk while offering a consistent quality of service in a 24x7 operating environment.  Knowledge Management is a role responsible for supporting the Global Service Desk community in the delivery of IT services in identifying, collecting, and documenting knowledge assets, categorizing and organizing knowledge assets, facilitating the sharing of knowledge across teams, developing and implementing strategies to transfer knowledge from subject matter experts through training programs and mentorship initiatives, ensure the accuracy, relevance, and currency of knowledge assets, while can act as backup for taking in calls whenever the need arises.

Shifts may include quarterly rotating times that may include early mornings, evenings, and/or weekends.

Duties and Responsibilities

• Process documentation setup
• Reporting trend analysis
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes in coordination with the Knowledge Management.
• Follow Global Payments company policies, procedures, and standards, as aligned.
• Performs other responsibilities associated with this position as may be appropriate and assigned. 
• Work closely with Trainer and QAs in process updates and documentations.
• Monthly creation of Knowledge Check
• Creation of refresher trainings and facilitation.
• Identify, collect, and document knowledge assets, including explicit knowledge (documents, databases, best practices) and tacit knowledge (expertise and insights of individuals).
• Develop taxonomies, classification schemes, and metadata structures to categorize and organize knowledge assets for easy retrieval and dissemination.
• Facilitate the sharing of knowledge across teams
• Develop and implement strategies to transfer knowledge from subject matter experts to other employees through training programs, mentorship initiatives, and knowledge exchange events
• Foster a culture of knowledge discovery by promoting active learning, collaboration, and innovation within the organization.
• Ensure the accuracy, relevance, and currency of knowledge assets by implementing quality control measures, monitoring usage patterns, and regularly updating and reviewing content.
• Use data and analytics tools to assess knowledge management processes, measure the impact of knowledge-sharing initiatives, and identify areas for improvement.
• Support organizational change initiatives by integrating knowledge management practices into change management processes, including capturing and disseminating lessons learned.

Knowledge, Experience, Skills, and Behaviors 

Preferred Education/Certification

• At least completed 2nd year college.
• Degree in computer science or related field preferred, or equivalent work experience.
• At least one certification is preferred in CompTIA, Microsoft or Cisco
• ITIL Foundation.

Experience Required:

• 3 years practical experience in a Global Service Desk or IT Support role or combination of work experience and education.
• Experience working with multiple operating systems and hardware platforms, including, but not limited to PC and MAC.
• Experience working with Active Directory administration.
• Experience working with Microsoft Office 365 and/or Google Suite.

Skills\Behaviors:

• Proven team player with outstanding interpersonal and communication (written & oral) skills.
• Ability to manage multiple issues at one time with exceptional follow-through.
• Exhibits an energetic attitude that promotes teamwork, integrity, and results.
• Experience working in cross-functional roles and culturally sensitive environments.
• An aptitude for identifying, analyzing, and resolving common technical issues, questions, and problems that occur in desktops, mobile devices, operating systems, software, hardware, and peripherals.

Physical Requirements and Working Conditions

· Physical Requirements:      Those required in a typical office environment including sitting most of the time, finger dexterity for computer and paperwork, talking to convey detailed or important instructions, average hearing for normal conversations, and average visual acuity.  Lifting and maneuvering of supplies, materials, or equipment weighing up to 50 pounds.

· Working Conditions: No hazardous or significantly unpleasant conditions. 

In accordance with The Magna Carta for Persons with Disability, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the associate or others or which impose undue hardships on the organization.  This job description is not intended to fully and completely describe all duties of the position.  The incumbent will be required to complete other duties not specifically described herein as required by their supervisor.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact