Lead Knowledge and Request Analyst

Position Compensation Range:

Pay Rate Type:

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.

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
Candidates must reside within a 50-mile radius of the office location (or 35-mile radius for Boston.) #LI-Hybrid

• 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

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

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.