Knowledge Management Specialist

The Role

The Knowledge Management Specialist role provides project support for Underwriting (UW) Training and Development Team that is internal to UW. This support ranges from simple to complex but is primarily focused on the operational and process support for creating and maintaining a high-performance culture specific to UW. The Knowledge Management Specialist is also responsible for the management of the documentation/knowledge management/technical writing workstream. This involves management of SharePoint Sites, ensuring that the documentation system is current and UW resources are up to date. This role also provides oversight of the peer review process for UW teams.

Your Day to Day

• Oversees and executes the peer review process for UW teams.
• Complete business area requests for new or updated documentation (including process documents, quick reference guides, pricing sheets, and PowerPoint presentation decks); edit and format submitted content to ensure consistency with other related resources.
• Collaborate with subject matter experts (SMEs) for ongoing resource reviews within the documentation system. Schedules working sessions with SMEs to make updates to documentation if requested.
• Ensure adherence to standard protocols for organization, structure, and versioning for the documentation system.
• Manages the SharePoint site to ensure that UW teams have pricing, learning, and all required collateral in a timely manner.
• Draft and distribute weekly updates to UW teams to ensure awareness of new and updated content.
• Ensure SharePoint permissions align in compliance with role-based information needs.
• Assist with SharePoint site reporting as requested by UW leadership.
• When delegated a project, ensures completion of on-time, high quality deliverables to achieve targeted project outcomes/ milestones.  
• Identify and apply “lessons learned” to support continuous UW improvement efforts.
• Focuses on achieving results in matrixed organizational structure by building collaborative relationships with UW peers and leadership.
• Leverage matrix management best practices to foster a team-based model guided by creativity, agility, and the ability to implement rapidly.
• Assists in facilitation of cross-functional program or project team meetings.
• Assisting in tracking project milestones and reporting on key talent metrics.
• Support the Training and Development team with training coordination as needed.
• Design and create training modules that support new and existing UW curriculum, as well as the development of documents and reference materials in alignment with business requirements.
• Assists the Blue Underwriting Intern, Learning and Development (BUILD) Program as needed.
• Supports UW new hire onboarding as needed.
• Support department communications based on business priorities and needs. 

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties.

We’re Looking for:

• Ability to manage in a fast-paced, ever-evolving operations environment.
• Ability to manage documentation/knowledge management/technical writing workstream.
• Demonstrated qualitative and quantitative analysis.
• Detail-oriented with strong organizational skills.
• Demonstrated ability to handle multiple priorities in a fast-paced environment.
• Excellent communication and writing skills.
• Ability to handle difficult stakeholders and maintain standards of customer satisfaction.
• Strong interpersonal skills and demonstrated ability to interface with Senior Underwriters, Underwriting Managers, Senior Managers, Underwriting Directors and other management and administrative staff at all levels of the organization.
• Show initiative to identify opportunities for improvements and recommend and implement innovative solutions.

What You Bring:

• BA/BS or the equivalent in business experience.
• Experience in SharePoint management, including demonstrated expertise with content management best practices.
• Excellent ability to interact with associates at all levels of organization.
• Strong communication and presentation delivery skills to both large and small audiences. 
• Demonstrated experience supporting cross-functional teams.
• Demonstrated pattern of taking on ambiguous/new work requiring swift decision-making, autonomy, and sound judgment.
• Ability to foster a team environment committed to risk taking, change management, and creativity.
• Demonstrated continual personal and professional development.

What You’ll Gain:

• A collaborative department with a strong leadership team who embodies a growth mindset and authentically leads Blue Cross Blue Shield of Massachusetts in maintaining financial stability and balancing membership and affordability across all market segments.
• Flexibility and work/life balance with the Blue Cross Blue Shield of Massachusetts hybrid work model.
• A mission-driven organization with strong company values that provides comprehensive, holistic well-being benefits. 

High school degree or equivalent required unless otherwise noted above

The job posting range is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee’s pay position within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs and affordability.

This job is also eligible for variable pay.

We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

Note:  No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

WHY Blue Cross Blue Shield of MA?

We understand that the confidence gap and imposter syndrome can  prevent  amazing candidates coming our way, so please don’t hesitate to apply. We’d love to hear from you. You might be just what we need for this role or possibly another one at Blue Cross Blue Shield of MA. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be brilliant. We encourage you to bring us your true colors, , your perspectives, and your experiences. It’s in our differences that we will remain relentless in our pursuit to transform healthcare for ALL.

As an employer, we are committed to investing in your development and providing the necessary resources to enable your success. Learn how we are dedicated to creating an inclusive and rewarding workplace that promotes excellence and provides opportunities for employees to forge their unique career path by visiting our Company Culture page. If this sounds like something you’d like to be a part of, we’d love to hear from you. You can also join our Talent Community to stay “in the know” on all things Blue.

At Blue Cross Blue Shield of Massachusetts, we believe in wellness and that work/life balance is a key part of associate wellbeing. For more information on how we work and support that work/life balance visit our "How We Work" Page.