Draft for Discussion
KM Competency Working Group
KM Competencies Working Group
The purpose of the KM Competencies Working Group is to define competencies and position
descriptions necessary for the following KM categories:
KM Leadership
KM Leadership encompasses positions responsible for the overall leadership of the KM
environment within an organization such as the CKO or KM Leader.
KM Management:
KM Management encompasses positions that are responsible for the management of KM
initiatives and activities. This can include KM Managers who work in a dedicated KM
group within the organization managing a functional KM component or KM Managers
who work in a business unit, Industry group, or service line and liaison with the KM
working group.
KM Specialist:
KM Specialist can exist in any functional area within the KM Center, business unit,
Industry or service line and is responsible for performing KM activities and promoting
knowledge sharing throughout the organization. For example: Knowledge Analyst,
Knowledge Researcher, Knowledge Architect, etc.
KM Worker:
KM Workers includes any employee who is consistently using KM tools, technologies,
internal and external content resources, and applications to perform their work and share
information with others internally or externally. They also share, capture, process,
distribute, or transfer knowledge to other people within or outside of the organization.
These are dedicated individuals who work within the KM Center or are dedicated to
specific business units, Industry, or service lines.
Each of the above positions has a different role in the KM environment. The individual holding
the position should have the required competencies: Knowledge, Skills, and Abilities to function
effectively in their respective roles.
Definition of Competencies:
Competencies are those behaviors or sets of behaviors that describe excellence in performance
within a particular work context. They are special skills required to accomplish the roles and
responsibilities that are associated with the job being performed.
Behavioral competencies are a set of attitudes, skills and values that enable practitioners to work
effectively and contribute positively to their organizations, clients and profession ranging from
strong communication, to demonstrating the value-add of their contributions in the everchanging environment.
Operational competencies are those skills and knowledge that are used with a KM functional
competency, which is integrated into the overall knowledge environment or a KM group
responsible for creating knowledge and conditions where people can collaborate to create and
share knowledge.
Knowledge, Skill, Ability (KSAs)
Specific KSAs are needed in performing certain jobs. Individual KSAs are demonstrated through
qualifying experience, education, or training. KSAs are defined by the U.S. Office of Personnel
Management as:
Knowledge - an organized body of information, usually factual or procedural in nature
and applied directly to the performance of a function.
2. Skill - the proficient manual, verbal, or mental manipulation of data or things. It is an
observable competence to perform a learned psychomotor act.
3. Ability - the power or capacity to perform an activity or task. It is competence to perform
an observable behavior or a behavior that results in an observable product. This means
that abilities have been evidenced through activities or behaviors that are similar to those
required on the job. Abilities are different from aptitudes, where aptitudes are only the
potential for performing the activity.
1.
(Example of Knowledge, Skills and Abilities for KM)
Knowledge:
1. Professional knowledge of KM theories, objectives, principles and techniques
2. Knowledge of the organizational structure, programs, and services of the company
3. Knowledge of the planning, design, implementation and use of automated systems and
tools in a KM environment
4. Knowledge of information standards, policies and authorized system design approaches
for KM environments
5. Knowledge of current and emerging KM technologies to retrieve, develop and
disseminate information products, services and tools
6. Knowledge of KM systems analysis, design techniques, and database management across
a variety of platforms
7. Knowledge of various operating systems, KM tools and applications, and social
networking collaborative technologies
8. Knowledge of the content and structure of a variety of KM related databases and
integrated KM systems in order to determine the most appropriate and cost effective and
efficient manner for providing information and knowledge to the organizations users
9. Knowledge of personal computers, electronic mail, remote access, client/server
technology, social networking tools, local and wide area networks, and the Internet
10. Knowledge of communities of practice
Skills:
1. Skilled in the analysis and integration of KM functional requirements into the design of a
KM program to meet the needs of the organization
2. Skilled in successfully gathering and analyzing tacit and explicit data
3. Skilled in developing and interpreting KM needs assessments
4. Skilled the planning, designing and implementing an integrated KM environment
5. Skilled in analyzing various software packages and hardware configurations to determine
which will meet the KM demands of the organization
6. Skilled in writing KM documentation, i.e., policies, procedures, and strategies
7. Skilled in drafting and updating communications and directives relating to KM resources
8. Skilled in communicating KM concepts orally and in writing
9. Skilled in consulting and working with information technology staff, KM contractors,
community of practice leaders, and other business unit leadership and personnel to insure
the needs of the organization are met in the development and implementation of
integrated KM systems
10. Skilled in the preparation of project charters, statements of work, and other procedural
documents related to KM functions and project initiatives
11. Skilled in coordinating with IT staff to resolve KM user technical issues
12. Skilled in developing web-related applications to create transformation of information
and share knowledge to personal within the organization
13. Skilled in coordinating and administering the delivery of online KM services and systems
14. Skilled in coordinating the piloting, testing, and implementation of new automated KM
systems designed to support user communities of practice
Abilities:
1. Ability to obtain information, define problems or questions, identify relationships,
evaluate quality, assess impacts, draw conclusions, and make recommendations
2. Ability to monitor technological trends and advise senior management and KM staff
about the appropriate type of KM equipment, software, and applications for the
organization
3. Ability to provide guidance to senior management and user representatives to formulate
knowledge requirements and produce major modifications to the way the business units
interact with its internal and external users
4. Ability to develop an overall system design and a timetable for developing and
implementing each KM subsystem
5. Ability to analyze, integrate, and establish functional requirements for preparing
statements of work and procurement related documents
6. Ability to prepare specifications for the procurement of KM hardware and software
components and external content resources, while taking into account budgetary
constraints
7. Ability to draft Statements of Work and accompanying paperwork for contract assistance
8. Ability to analyze and evaluate the effectiveness of KM and to develop long range plans
9. Ability to perform studies, assessments, and evaluations on new KM applications and
technologies
10. Ability to evaluate commercial KM technologies, KM external content resources, and
KM platforms
11. Ability to learn new technologies and stay current with technical developments
12. Ability to plan, design, test, implement and evaluate a variety of KM information tools,
technologies, and resources
13. Ability to assess user information requirements and evaluate the effectiveness of existing
and proposed KM applications and technology
14. Ability to analyze and determine KM operational requirements and develop new means
of delivering KM services
15. Ability to lead in creating KM innovative user-responsive services
16. Ability to be a creative leader committed to the exploration, design and implementation
of innovative KM services
17. Ability to concurrently manage multiple projects, administer systems, troubleshoot
problems, and plan and manage change in the KM
18. Ability to establish and implement KM strategy, standards, policies and procedures for
the use of KM resources within the organization
19. Ability to contribute to and support Internet initiatives by maintaining and developing the
organization’s web site
20. Ability to represent KM interests on internal and external committees
21. Ability to work effectively through teams, committees and working groups throughout
the organization
Draft
Chief Knowledge Officer/Knowledge Leader
Role and Responsibility:
A Chief Knowledge Officer/KM Leader is a senior level person responsible for owning the KM
processes, KM tools, and standards to support KM throughout the organization and ensure that
the organization maximizes the value it achieves through its knowledge assets. The CKO/KM
Leader ensures that the KM initiatives are in line with the organization's mission and strategic
business goals and objectives. The CKO/KM Leader is the evangelist for KM and the liaison
between senior management, business unit leaders, and all other KM user groups and employees
involved in KM activities and initiatives.
Reporting Relationship:
There seems to be four possible options for the location of the CKO/KM Leader role in an
organization:
1) Senior standalone position that is part of the management team
2) Reporting to a Chief Information Officer (CIO)
3) Reporting to Corporate Strategy/Business Development, or
4) Reporting to HR/Learning
CKO Competencies:
The competencies necessary for a CKO/KM Leader include the following knowledge, skills,
abilities and attributes:
Knowledge:
1. Knowledge and experience in overseeing the organization's knowledge infrastructure
2. Knows how to serve as the primary liaison between external information providers and
KM functional knowledge leaders
3. Knowledge of the design and implementation of an organization's KM architecture
4. Knowledge and field experience in either a management position running a business unit
or serving as a functional team leader
5. Knows how to build a knowledge sharing culture
6. Knowledge of KM programs that subsequently failed, the reason why, and how they
typically reduced management support over time
7. Knows how to leverage KM understanding and functional competencies
8. Knows how to promote the knowledge agenda within and beyond the global organization
9. Knows how to formalize and promote the role and use of KM across the organization's
business units
10. Knows how to promote the concept and strategy of knowledge management to corporate
management and business unit leaders
11. Knows how to serve as a liaison to upper management with access to key leadership
executives
12. Well rounded knowledge of collaborative social networking tools and KM applications
13. Knows how to drive value to the enterprise and constantly reviews the success and
impact of KM results with senior management
14. Knows how to establish personal credibility for KM in the organization with the senior
leadership and business unit leaders
15. Engages with thought leaders within and outside of the organization
16. Familiar with other knowledge-oriented companies, leading edge technologies, and best
practice KM applications
17. Aligns KM strategy to the strategic priorities and business goals of the organization's
business units
18. Knowledge of how to leverage social networking functions and integrate technical
solutions
19. Knows how to assist the organization in accomplishing business goals through the use of
knowledge sharing
20. Understands the stakeholder and customer’s needs
21. Knows how to connect the dots and accomplish results
22. Knowledge of technology tools (i.e., portals, search engines, collaborative technologies,
social networks, mobile devices)
23. Knows how to use diplomacy in challenging processes and people
24. Oversees the development of the knowledge infrastructure
25. Knowledge necessary to design, implement, and oversee an organization's knowledge
infrastructure and knowledge architectures
26. Develops a knowledge sharing culture that supports collaborative team work
27. Knows how to fosters cultural change
28. Promotes an organizational culture that facilitates knowledge sharing and KM learning
29. Knowledge of the organization and Industry and how to align KM with the organizational
mission
30. Develops a KM vision, strategy, and KM organizational goals and objectives for the
organization
31. Knowledge of what KM means to the organization and how to get acceptance of new KM
initiatives
32. Knows the value of measurement reporting at the executive level
33. Knowledge of emerging KM and information technology tools, techniques, and
applications
34. Well rounded Knowledge of KM theory, components, framework, and strategies
35. Knowledge of new or changing organizational structures and collaborative ways of
organizing knowledge
36. Knows user’s needs and pressure points
37. Knows how to operate through influence, persuasion, and demonstration of results
38. Knows how to enable collaborative team working and knowledge sharing processes
throughout the organization
39. Knows how to enable the creation of communities of practice and how to sustain CoPs or
shut them down when required
40. Knows the value of developing solid KM teams, sponsoring KM events, and providing
KM reward and recognition systems
41. Knowledge of how to collaborate with HR/Learning to articulates the knowledge
management program and develop KM training programs
42. Knows how to actively promote the knowledge agenda within and beyond the
organization
43. Understands knowledge transfer, dissemination and knowledge sharing
44. Understands knowledge organization and classification, including metadata and
taxonomies, search access, retrieval systems, and knowledge capturing and retention
45. Understands Return-on-Investment (ROI) and Return on Value (ROV), and how to
present both at an executive briefing
46. Understands the use of knowledge assessments to identify knowledge gaps
47. Understands how to maximize the return on investment in knowledge, people, processes
and intellectual capital
48. Knowledge of how to transform intangible assets, tacit and explicit knowledge, patents,
intellectual capital, and customer relationships
49. Knowledge of KM organizational stories where management found out the hard way they
needed KM
50. Understands the importance of knowledge to the business and the value of knowledge in
an intense and highly competitive marketplace
51. Knowledge of KM best practices and why they are designated as best practices
52. Insures that every employee has some as aspect of knowledge sharing in their job
description
53. Knowledge of how cultural and behavioral factors may impede or enable the leveraging
of knowledge in an enterprise
54. Knows how to integrate knowledge management resources into an individuals’ daily
work activities and on the desktop or mobile devices
55. Knowledge of stories about organizations who have good and bad KM programs and why
56. Knowledge of how people learn and apply what they learn
57. Knows the value of keeping a balanced scorecard of KM programs, priorities, and
initiatives
58. Advanced understanding of how to develop powerful, informative, simple views and
reports of data for senior management
59. Facilitates connections, coordination and communications of KM initiatives
60. Knows what unique skills are needed to effectively leverage knowledge
61. Knows how to serve as an advocate and evangelist for knowledge and learning
62. Knows how to clearly articulate the big picture for KM and what it takes to be successful
63. Knows when to retire or consolidate KM initiatives, Communities of Practice, processes,
and outdated technology
64. Develops top-level sponsorship with key executive like: CEO, COO, CFO, CIO,
CLO/HR Leader
65. Knows how to define a formal KM organizational structure responsible for planning,
controlling, and implementing successful knowledge management initiatives
66. Knows how to provide an overall vision, strategy, plan and KM framework that guides
knowledge management for the organization
67. Knowledge of the organizational culture and what it takes to transform it
Skills:
1. Skilled at developing a proper framework to implement KM by connecting people to
people, people to content, and people to key knowledge repositories and best practices
2. Skilled in working with HR and Learning Development to link a knowledge dimension
with the performance monitoring system
3. Skilled at enabling collaborative knowledge sharing processes and cultural change
4. Skilled at overseeing the KM functions, knowledge mapping, KM techniques, tools and
processes
5. Skilled at building consensus for cultural change
6. Skilled at enabling integration of KM information and application into relevant business
groups
7. Skilled at looking for feedback, suggestions, and ideas for advancing KM
8. Skilled at change management
9. Skilled at articulating and actively promoting the knowledge agenda
10. Skilled at conducting KM assessments of the organization to identify bottlenecks,
information gaps, redundancies, and effective knowledge flows
11. Skilled at incorporating reward and recognition programs that provide incentives for
employees
12. Skilled at supporting the development of communities of practice and other social
networking tools and resources
13. Skilled at ensuring that KM strategies align with corporate strategies and get embedded
in business processes
14. Skilled at KM data collection, creation, dissemination, and application
15. Skilled at overseeing the development of the knowledge infrastructure and KM
principles and processes
16. Skilled at using information technology as a key enabler in capturing and leveraging
structured knowledge
17. Actively participates in the facilitation processes for new KM projects
18. Skilled at overseeing the development and implementation of the knowledge
infrastructure
19. Empowers KM people to be change agents
20. Develops credibility, respect, and sponsorship with leadership
21. Constantly seeks innovative ideas that transform the organization and add value to the
bottom line
22. Skilled at actively promoting the knowledge agenda within and beyond the company
23. Skilled at facilitating and coordinating connections and communications between
knowledge user groups
24. Advocate for cross-organizational communities of practice
25. Skilled at providing guidance and policy on processes to institutionalize KM practices
26. Skilled in the use of office application tools and other appropriate social networking
collaboration tools
27. Skilled at forming relationships with key decision makers and influencers
28. Skilled at developing effective budgets, balanced scorecards, and business cases
29. Skilled at ensuring that KM competencies are recognized as core competencies in the
organization
30. Skilled at building an enabling a framework to implement KM initiatives that connect
people to people, connects people to information, knowledge repositories, and best
practices
31. Skilled at identifying knowledge champions within the organization
32. Skilled at serving as an advocate and evangelist for knowledge sharing and learning
33. Skilled at business process management
34. Skilled at taxonomy development
35. Skilled at building credibility for KM in the organization
36. Skilled at working with clients/customers, with an appreciation for their needs at the
operational and strategic level
37. Skilled at designing and delivering information services
38. Skilled at using business intelligence and social networking and collaboration tools
39. Skilled at creating a knowledge sharing policy
40. Skilled at working with different IT/KM tools and methodologies
41. Skilled at using change management techniques to manage KM process changes
42. Skilled at demonstrating ROI, ROV and the benefits of KM
43. Skilled at taking projects to completion
44. Skilled at negotiation and collaboration
45. Skilled at developing future business cases for KM
46. Skilled at working effectively with peers and colleagues within and outside of the
organization on KM improvement opportunities
47. Strong project management skills overseeing multiple projects
48. Skilled at problem solving and applying analysis techniques
49. Skilled at understanding people’s behavior and what drives them
50. Skilled at working effectively with software developers and technology vendors to drive
on-time and on-budget KM initiatives
51. Demonstrated success at interacting with a wide variety of customers and stakeholders
and creating web-based products that meet the needs of various stakeholders
52. Skilled at identifying the KM cultural requirements to foster the organization’s business
strategies
53. Driven and extremely motivated to prove that knowledge management is both
practicable and can improve an organization’s performance
54. Skilled at managing group dynamics and using behavioral psychology techniques
55. Effective communicator with senior management and other business unit leaders for the
approved KM projects
56. Skilled at developing a knowledge sharing culture that supports collaborative team work
57. Skilled at attracting the best qualified people to accomplish the KM vision
58. Skilled at dealing with the organizational opportunities, challenges and obstacles that
face KM groups
59. Skilled at tracking KM achievements in the organization
60. Champions the institutionalization of KM in the business as an integral part of the
business processes and key business priorities
61. Skilled at getting people to commit to a major behavioral change around knowledge
management projects
62. Skilled at leveraging knowledge mapping, KM tools, and techniques for the transfer of
knowledge
63. Effectively plans and manages the allocation of KM resources
64. Skilled at preparing and publishing a KM Annual Report
65. Skilled at developing an organizational culture of knowledge sharing with systematic
operational processes
Abilities:
1. Ability to help business unit leaders use data to drive better-informed decision making
2. Ability to manage cultural change
3. Ability to be a good listener and ask pertinent questions
4. Ability to demonstrate conceptual and abstract thinking
5. Ability to effectively communicate through good written and oral communications
6. Ability to analyze hypothetical and decision-making situations and provide insight
7. Ability to develop top-level sponsorship
8. Ability to convince management and staff to participate in KM initiatives
9. Ability to identify critical information gaps
10. Ability to demonstrate solid leadership skills by organizing and motivating people to
accomplish goals and creating order and a sense of direction
11. Ability to oversee a variety of people and contribute to their growth and development
12. Effective executive presence and executive presentations
13. Ability to prove that knowledge management is both practicable and can improve an
organization’s performance
14. Ability to motivate and inspire other people
15. Ability to convert knowledge into value by leveraging the organization's intellectual
assets thus creating profit to the bottom line
16. Ability to successfully implement KM projects
17. Ability to assess the value of information and the effectiveness and applicability of KM
tools
18. Demonstrates perpetual optimism and enthusiasm
19. Ability to manage pilots and KM initiatives for senior management and/or Board
approval
20. Ability to interacts with senior business and functional management in the development
of appropriate knowledge management strategies and plans
21. Assists the CEO in driving the organization in the desired direction by contributing to the
organizational strategy, mission, goals, and the bottom line
22. Ability to define what success looks like
23. Ability to attract the best qualified people to accomplish the KM vision
24. Ability to empower the knowledge worker
25. Ability to demonstrate how measurements are critical for the KM organization
26. Ability to use diplomacy and tact in resolving different points of view for creating change
27. Ability to identify business opportunities that can deliver value through improved KM
services
28. Ability to personally affect other's actions decisions, and opinions regarding the nature
and value potential of knowledge
29. Ability to work with large diverse, disparate groups, outside of the KM environment
and/or the organization
30. Ability to act as an agent of change in the transformation of knowledge
31. Ability to quickly recover from adversity and organizational resistance to KM
32. Ability to identify actions necessary to accomplish tasks and obtain results without being
a business unit leader or primary line manager
33. Ability to motivate large numbers of employees to accept knowledge sharing behavior
34. Ability to set a good example and demonstrate success
35. Ability to establish goals, objectives, and priorities that are accomplishable and
compelling and lead to the implementation of KM systems, procedures, and successful
outcomes
36. Ability to manage successful relationships with customer, clients, and peers
37. Ability to translate qualitative initiatives into quantitative benefits and results
38. Ability to manage multiple projects
39. Ability to prioritize and complete goals, objectives and tasks to accomplish a desired
outcome in an allocated time frame
40. Ability to simplify things
41. Ability to contribute to the growth and development of others and define a career path for
KM workers
42. Ability to persuade and motivate people to accept the value of KM within the
organization
43. Ability to listen to different points of view and form coalitions across the enterprise
without any bias
44. Ability to encourage collaborative knowledge sharing
45. Ability to present new ideas and gather support
46. Ability to communicate ideas and make them real and meaningful to people
47. Ability to write clearly and publish ideas
48. Ability to repeat KM successes and share best practices
49. Ability to retains critical tacit and explicit knowledge before or after the organization
restructures
50. Ability to focus on KM reporting and significant usage measurements that present the
ROI and ROV on the organization's investment in KM
51. Ability to support KM learning as a priority for all employees
52. Ability to encourage and pursue knowledge development within the organization
53. Ability to develop knowledge partners with solid ideas and KM projects
54. Ability to liaison between external providers of information and knowledge
55. Ability to listen and hear what is being said versus fitting what one hears into theories
56. Ability to create high value customer satisfaction experiences
57. Ability to clearly articulate, sell, and drive a vision
58. Ability to balance the day to day activities with longer-term planning goals and
objectives
59. Ability to influence and persuade others
60. Ability to adapt to multiple behavioral situations and personality styles
61. Ability to interact and work effectively with others in a positive manner
62. Ability to instill confidence
63. Ability to be recognized and respected in the organization as a KM leader
64. Ability to learn and implement new concepts, ideas, methods, technologies, and best
practices
65. Ability to motivate people
66. Ability to effectively communicate a KM vision and strategy throughout the organization
67. Ability to educate leadership and employees about the value of KM and its strategic
benefits to the organization
68. Ability to reduce operating costs and development time for KM products or services
69. Ability to have a broad outlook and think outside of the box
70. Ability to influence top leadership
71. Ability to communicate with various senior management and KM managers to ensure a
common understanding of KM
72. Ability to integrate KM training into the organization’s learning and career development
programs
73. Ability to make leadership and employees aware of the nature and potential value of
knowledge
Attributes:
Thinker:
1. Abstract thinker
2. Analytical thinker
3. Conceptual thinker
4. Strategic thinker
5. Holistic thinker
6. Logical thinker
7. Pragmatic thinker
8. Rational thinker
Communications:
1. Active listener
2. Articulate
3. Asks important questions
4. Effective communicator, both orally and written
5. Encourager
6. Executive presence
7. Frames complex ideas in useful ways
8. Good listener
9. Persuasive
10. Storyteller
11. Negotiator
12. Idea generator
13. Provides candid observations
14. Shares knowledge with leaderships at all levels of the organization
Personality:
1. Accountable
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
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20.
21.
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23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
Approachable
Balanced ego
Collaborative
Creative
Decision maker
Dedication
Energetic
Enthusiasm
Even-tempered
Facilitator
Flexible
Good judgment
High energy level
Honest
Initiative
Innovative
Integrity
Intelligent
Imagination
Loyal
Optimistic
Patience
Persistence
Resilient
Realist
Risk-taker
Self-managed
Self-motivated
Self-starter
Resourceful
Smart
Sociable
Tolerant
Trustworthy
Versatile
Wise
Visionary
Leadership:
1. Business savvy
2. Organizational savvy
3. Leads by example
4. Advocate
5. Diplomatic and tactful
6. Builds supportive relationships
7. Maintains composure and professionalism
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
Considers issues on their own terms, rather than adhering to fixed standards
Leads and direct multiple teams
Earns respect and trust of others
Personal credibility
Offers alternative perspectives on business issues
Relates theory to practice
Sense of urgency
Sensitivity to organizational opportunities, challenges, barriers and obstacles
Solid credible reputation
Understands governance
Manages stress and sensitive situations
Political awareness
Well organized
Project management skills
Identifies problems critical to business success
Takes appropriate risks
Methodical approach
Problem solver
Successfully tracks record of achievements
Willingness to try new things or different approaches
Curious about knowledge and is a life-long learner
Management:
1. Big picture oriented
2. Career experience and familiarity with the organization and Industry
3. Challenges the status quo
4. Entrepreneur
5. Delivers results
6. Gets the job done
7. Goal oriented
8. Manages stress and sensitive situations
9. Political awareness
10. Well organized
11. Good project management
12. Identifies problems critical to business success
13. Methodical approach
14. Results oriented
15. Problem solver
16. Quantifies and qualifies value
17. Willing to make tough decisions
18. Willingness to try new things or different approaches
19. Works to deadlines
20. Works with management to send clear and consistent KM messages
KM Knowledge:
1. Breathe and depth about KM topics
2. Knowledge of KM and best practices
3. Passion for the KM vision and mission
4. Seeks continuous improvement
5. Subject matter expert for KM
6. Curious about knowledge and is a cognitive life-long learner
Customer:
1. Customer oriented
2. Manages stakeholder relationship
3. Relationship builder
Cultural Change:
1. Change agent
2. Consensus builder
3. Champion of cultural transformation
4. Interested in change
5. Integrator
6. Transforms the culture into specific KM user behaviors
People:
1. Coach
2. Good people manager
3. Interpersonal skills
4. Mentor
5. Influences and persuades others
6. People developer
7. Receptive to others' input and feelings
8. Shares credit with others and recognizes success of the KM organization
9. Team player
Requirements:
Bachelor’s degree, Master of Arts degree, or postgraduate degree in Knowledge
Management, Computing, Information Management, Business and Commerce, Library
Management
Years of Experience:
10 - 15 years hands on experience working in public organizations or private corporations
Draft
Knowledge Manager
The KM Manager facilitates, supports, and monitors the use and improvement of knowledge
management processes and approaches throughout the organization. The KM Manager is
responsible for ensuring the integration and knowledge sharing of valuable information resources
across the organization via processes and KM information systems. The KM Manager can work
in a KM center office or organization’s business office where he/she acts as a conductor for all
the knowledge management activities in his/her office, including learning activities,
collaboration, and professional networking. The KM Manager can be a part of a business unit,
Industry group or a service line function within the organization.
Reporting Relationship:
There seems to be four possible options for the location of the KM Manager role in an
organization:
1)
2)
3)
4)
Reporting to a Chief Knowledge Officer (CKO)
Reporting to a Chief Information Officer (CIO)
Reporting to Corporate Strategy/Business Development, or
Reporting to a Business Unit leader or Industry and/or Service Line leader
KM Manager Competencies:
The competencies necessary for a KM Manager will vary depending upon what group within the
organization they work for. The competencies most appropriate for a KM Manager include the
following knowledge, skills, aptitude, and attributes.
Knowledge:
1.
2.
3.
4.
5.
6.
7.
Knowledge of how to provide leadership and project level management in implementing
and enhancing KM applications and KM project initiatives
Knowledge of how to define the KM project scope, approach, roles and responsibilities
of KM people and or user communities
Knowledge and skills necessary to perform the job effectively
Knows how to manage the KM project team to represent needs throughout the
organization and explores process and technology solutions to address those KM needs
Knows how to support and encourage networking, collaboration and community building
at the business level and network with other knowledge managers in the organization
Knowledge of planning and delivering KM activities and events that enable the KM team
or business staff to recognize and exchange expertise
Knows how to work closely with knowledge architects to ensure that knowledge
technologies are designed to support the way the business works
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
31.
32.
Knows how to work closely with knowledge business analysts to ensure that knowledge
asset management is appropriately implemented at the business level
Knowledge of how to report and monitor the progress of KM projects and initiatives to
the CKO/KM Leader, or other business unit leaders
Knows how to work closely with designated project sponsors and other stakeholders to
define approaches and scope of desired KM capabilities
Knowledge of delivering project requirement documents with prioritized goals and
required action items
Knows how to identify information gaps and opportunities to leverage and share
information
Knowledge and experience in assessing KM applications, technology solutions and
working with external third parties to map KM features and functionalities
Knowledge of how to partner with information technology resources and/or business
resources to plan, deliver and optimize KM solutions
Knowledge of project management skills for multiple projects simultaneously – including
managing resources, quality, issues, communications, budgets and pilots for projects
Knowledge of KM vendor tools and applications appropriate for KM users
Knowledge of the value of running beta and pilot KM programs with early adopters
Knowledge of how to promote KM approaches and collaborative tools across
communities of practice, and how to share best practices and lessons learned
Knowledge of the proper KM competencies required for the KM functional team
members
Known as a leader within the organization
Knowledge of how to refine knowledge management strategy and tactical plans for
identifying, capturing, sharing and transforming key information and intellectual capital
into value
Knows how to develop and leverage relationships, integrate content, and promote content
sharing
Knows how to deliver and support key practice information through ownership of the
various intranet portals and development of related knowledge collections
Knows how to facilitate strategic growth, adoption, and success of industry/business unit
Communities of Practice and collaboration through seeding of relevant communities and
leveraging of collaborative sharing tools, such as wikis, blogs, discussion boards
Knows how to develop, support, and optimize team sites for select strategic programs
Known in the organization as a subject matter specialist – knows the business units,
industry sectors, and service lines
Knowledge of how to connect people to people and people to content
Knowledge of how to proactively identify and provide solutions to KM and field
practitioner needing select information which may be used in sales and marketing, client
service, and industry learning
Knows how to collaborate with knowledge research and innovation teams in coordinating
planning and teaming
Knowledge of how to provide leadership in solving specific project and technical
problems and initiate development of new KM products and services
Knowledge of executing KM programs and initiatives
Knows how to develop and manage functional KM specialists and knowledge workers
Knowledge of the issues surrounding internal document management, web content
management and knowledge management
34. Knowledge of electronic knowledge repositories, intranets/portals, collaborative and
social media tools, plus computer skills
35. Knows how to be adaptive and flexible as conditions change and work as a change agent
to influence others
36. Knows which professional Knowledge management meetings and conferences to attend
to gather information and build long-term networking relationships
33.
Skills:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
Skilled at accomplishes goals through building and managing effective teams
Skilled at managing daily activities, issue resolution and communication across project
execution teams in order to deliver projects on-time and on-budget
Skilled in the use of technical resources and training
Skilled at interfacing with all levels of management, both domestically and
internationally
Skilled at verbal and written communication
Skilled at providing proven project management experience
Skilled at providing executive level presentations
Skilled in the use of desktop tools, the Internet, and social collaboration tools
Skilled in ensuring the completion of project management tasks, milestones, and
components, such as functional specifications, design specifications, development,
configurations, quality assurance, implementations and project reviews
Skilled at managing and adhering to quality methodologies to ensure high quality
production deliverables associated with the KM program(s) milestones
Skilled at working independently and meeting deadlines in a fast-paced environment
Solid communication skills in writing and oral presentations and explaining complex
concepts
Skilled at working with all levels of management and staff
Skilled at conducting facilitation sessions and KM training
Skilled at developing cross-functional and cross business relationships to maximize
execution quality and team effectiveness
Skilled at sharing information and resources with others to promote positive and
collaborative work relationships
Skilled at being a change agent and trusted business advisor
Skilled at focusing on all aspects of customer service and product delivery
Skilled at inspiring and motivating people
Skilled at representing KM department at internal and external knowledge sharing
meetings
Skilled negotiator
Skilled at managing KM vendor relationships to ensure ongoing delivery and operational
support of high quality content and technology resources and, cost effective solutions
Skilled at consensus building and collaborating across business units and KM teams
Skilled at team building, coaching and mentoring others
Skilled at using information technologies to leverage the value of knowledge content and
accomplish the KM goals and objectives
26. Skilled at using project management tools and analytical techniques
25.
Abilities:
1. Ability to demonstrate strong leadership, supervisory, and analytical skills
2. Ability to synthesize solutions from diverse complex situations
3. Ability to persuade people
4. Ability to complete assignments in a thorough, accurate, and timely manner
5. Ability to monitor KM deliverables and services to ensure a high quality of value-added
service
6. Ability to manage multiple simultaneous projects, cross–functional stakeholders and
remote teams
7. Ability to handle multiple project and responsibilities in an effective manner
8. Ability to establish clear objectives and organizes duties for self, based on the goals of
the business unit, division, or KM management center
9. Ability to seek guidance when goals or priorities are unclear
10. Ability to perform responsibilities with minimal supervision
11. Ability to identify and analyze business processes
12. Analytical and decision-making ability
13. Ability to adapt to changing priorities and demands
14. Ability to deal positively and effectively with co-workers and constituents
15. Ability to effectively convey information and ideas both orally and in writing
16. Ability to listens and seek clarification to ensure understanding
17. Ability to market the concept of knowledge management and its benefits
18. Ability to present and convey information in a wide variety of settings.
19. Ability to effectively organize communities of practice and enable focus on KM
information
20. Ability to set priorities and accomplish goals
21. Ability to delegate responsibilities and monitor results
22. Ability to accomplish outcomes in complex settings
23. Ability to judge and assess talent, recruit and select KM staff appropriate to current and
future organizational needs
24. Ability to grasp complex concepts and determine courses of action that will result in a
desired outcome
25. Ability to absorb and translate others’ statements into objective responses and actions
26. Ability to give and receive feedback in an appropriate manner
27. Ability to maintain professional demeanor in difficult or stressful situations
28. Ability to be patience with customers and KM staff
29. Ability to diffuse anger and deal with difficult customers
30. Ability to cope effectively with change and uncertainty
31. Ability to reprioritize quickly
32. Ability to lead in highly matrix environment
33. Ability to see the big picture within the industry and the organization
34. Ability to motivate others
35. Ability to assess political climate
Attributes:
1. Works smarter, rather than harder
2. Action oriented
3. Works efficiently and effectively in leveraging existing knowledge and creating new
knowledge
4. Great people skills
5. Approachable
6. Patient
7. Like challenges
8. Good communicator
9. Good listener
10. Experienced
11. Organized
12. Honest
13. Trustworthy
14. Integrity
15. Attention to detail
16. Creative
17. Independent thinker
18. Excellent researcher
19. Analytical
20. Collaborative
21. Strategic
22. Tactical
23. Proactive problem solver
24. Strong verbal and written communications
25. Excellent relationship building skills
26. Outstanding program management skills
Requirements:
Bachelor’s degree with a blended background in business and experience in knowledge
management functions
Master’s degree or MBA in Knowledge Management, Computing, Information Management,
Business and Commerce, Library Management
Knowledge and experience with corporate and KM technologies and system applications
Years of Experience:
5 – 8 years of experience in a KM competency, KM center or working group, with 3-4 years
serving clients and using collaborative technology environments
Draft
KM Analyst
The role and responsibility of a KM Analyst in an organization is to develop products, processes
and knowledge that can be used by specific user communities or can be leveraged for use by all
employees. The KM analyst supports the KM program and typically serves as a liaison between
the KM team members and the business user communities. This position provides production of
complex analyses to anticipate industry trends, identify key industry players, and support
strategic decisions. Responsibilities include transforming primary and secondary data into
insightful and actionable information and deliverables within a portfolio of product offerings to
meet client requests using various analytic tools and techniques. The KM Analyst ensures that
the information needs of the business unit stakeholders and user communities are met, and that
the services or knowledge content deliverables received from the KM center and KM team
members is being effectively utilized.
Reporting Relationship:
There seems to be several possible options for the location of the KM Analyst in an organization:
1) Reporting to a KM Manager in a KM center or KM working group
2) Reporting to a leader in an organization’s library
3) Reporting to a business unit leader, Industry, or service line leader
KM Analyst Competencies:
The competencies necessary for a KM Analyst will vary depending upon the nature of the
customers they serve and what groups or stakeholders they report to within the organization.
The overall competencies most appropriate for a KM Analyst include the following knowledge,
skills, aptitude, and attributes.
Knowledge:
1. Knowledge of how to create analyses from structured or unstructured requests
independently or in a teaming environment
2. Knowledge and understanding of the KM strategy and road map for the organization and
the business units or service lines the KM Analyst supports
3. Knowledge of how to deliver the analysis through effective communication, written and
oral presentation, to all levels of management within the organization
4. Knows how to support the knowledge sharing needs of KM-related leadership business
unit or service line leadership teams
5. In-depth knowledge of key events and processes relevant to the KM analyst assigned to
business units, industries or focus areas
6. Knows how to coordinate, promote, share, and leverage knowledge and information
resources and analysis tools across the organization
7.
8.
9.
10.
11.
Knowledge of how to negotiate and accumulate various internal and external sources of
content for assigned areas, and how to share the information with other KM and user
knowledge-related team members with feedback regarding these resources
Knowledge of working with knowledge-related user groups or on organizational task
forces to develop new products and services addressing internal goals and objective or
current issues
Knows how to build, develop, and maintain relationships within the KM organization,
key customer groups the KM Analyst
Knows how to assist customers and KM user communities in increasing work efficiency
Responds and discusses inquiries concerning analysis deliverables they author
Skills:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
Skilled at providing KM training and collaborative awareness activities or webcasts on
key thought leadership topics or the KM Analyst results
Skilled at demonstrating proficiency in analytical thinking and understanding key issues
in a complex situation
Skilled at structured thinking applying an analytically approach to problem solving
Skilled at producing high-quality, on time work products
Skilled at managing multiple projects in an organized and systematic manner
Skilled at demonstrating a responsive, reliable, client-oriented approach
Skilled at anticipating client needs and strives to exceed expectations
Skilled at creative thinking and a willingness to explore new ideas and approaches
Skilled at effective listening skills and being open to others opinions and feedback
Skilled at influencing and persuading others
Skilled at accomplishing aggressive goals and successfully managing deliverables
Skilled at prioritizing work tasks and demonstrating the ability to handle multiple
assignments concurrently
Skilled at serving as a trusted business advisor in identifying customer’s needs,
synthesize information, developing an overall strategy to address the business needs,
recommending appropriate solutions, and managing the customer’s expectations
Skilled at developing good business cases and the rationale for the recommendations
Skilled in the use of KM applications, IT networking application, and Internet tools for
research and collaborative discussions
Skilled in developing thought leadership materials and business analyst reports on special
areas and willingly to share knowledge and expertise with others
Positive role model for the KM group and knowledge
Skilled at handling unexpected problems, issues, and customer requests and adapting to
changing customer needs, business trends, and/or new direction from the organizational
leadership
Skilled at working with other KM Analysts or user knowledge-related team members
Skilled at holding KM teams accountable for successful delivery of customer products
Skilled at conducting interview sessions with internal or external subject matter experts
for a deeper understanding of the topic or assignment
Abilities:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Ability to demonstrate excellent technical written and verbal communications
Ability to work in a team environment using effective interpersonal skills
Ability to achieve positive results through influence, leadership, and coaching
Strong analytical and problem solving abilities
Ability for attention to detail and accuracy
Ability to maintain confidential information and the trust of others
Ability to work flexible hours to accommodate the customer’s needs
Ability to deliver consistent results individually and in a team environment
Ability to give effective presentations at all levels within the organization
Ability to project manage and complete multiple tasks in a fast-paced environment
Ability to utilize research and analytical techniques
Ability to bring clarity and definition to projects that are often highly unstructured,
initially ambiguous, and complex
Attributes:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Systems thinker
Process oriented
Detailed oriented
Planner
Coach
Mentor
Positive attitude
Influencer
Persuasive
Executive presence
Strong work ethic
Networker
Strategist
Flexible
Idea generator
Open minded
Fosters innovation
Strong project manager
Consensus builder
Content expertise
Requirements:
Bachelor’s degree or comparable work experience in knowledge related field
Master’s degree in Knowledge Management, or KM certificate supplemented by continuous
learning in knowledge management
Years of Experience:
5-8 years proven, high quality KM experience in business area, with customer service and related
work experience
Draft
KM Researcher
The KM Researcher is responsible for supporting the information needs of the organization’s
employees. A KM Researcher can interact with users from all possible user communities and
business units, as well as a virtual KM team of colleagues. The KM Researcher uses an
extensive collection of internal and external information resources to gather, filter, package and
deliver information to requestors.
There seems to be four possible locations that the Knowledge Researcher can reside:
1) The KM Researcher can be located in a KM Center or Information Center of the organization
2) The KM Researcher can be located in a business unit/service line/Industry practice or related
library
3) The KM Researcher can be located in a central library or satellite library of the organization
4) The KM Research can be located virtually anywhere globally and may work from home
KM Researcher Competencies:
The competencies necessary for a KM Researcher depend upon the nature of the work they
perform for specific customers and where they reside in the organization. Most KM Researcher
will have a Master’s of Library Science (MLS) with sufficient experience and training in
reference research and/or some form of specialized research in one or more Industry areas. They
have experience with office tools and social networking tools and a wealth of knowledge about
external resources. The overall competencies most appropriate for a KM Worker include the
following knowledge, skills, aptitude, and attributes.
Knowledge:
1.
2.
3.
4.
5.
6.
7.
8.
In-depth knowledge and experience in providing research assistance using reference
interviewing techniques to ascertain the specific information needs and the required
deliverable(s) for KM Analysts, other KM team members, and organizational customers
Knowledge of how to perform complex research requests and synthesize information into
established or customized pre-formatted deliverables (e.g. summaries, abstracts, and
reports) to meet the customer’s needs
Knowledge of what is required for involvement in a major research project for a customer
Knowledge of the organization’s business structure and functions
Knows how to demonstrate a responsive, reliable, client-oriented approach when requests
are made
Knows how to successfully manage deliverables
Knowledgeable about the office systems and KM applications that allow access to both
internal and external content
Knows how to maintain both short-term and long-term goals and create action plans to
achieve them
9.
Knows how to leverage resources to complete projects in a quality manner while
managing timetables, budgets and staff
Skills:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Skilled at implementing new and improved KM processes through process and content
teams
Skilled at updating and maintaining knowledge of new information sources (both print
and electronic)
Skilled at maintaining subject expertise through appropriate development activities, (e.g.,
continuing education, training, reading, and vendor presentations)
Skilled at performing established internal research procedures
Skilled at demonstrating to customers and requesters, the self-service steps necessary to
access the appropriate KM resources and obtain required information
Skilled at participating in or leading non-research projects that require background
knowledge of particular subject and/or resource identification
Skilled at project management
Skilled at providing education and training on KM internal and external resources
Skilled in performing counseling responsibilities to assigned staff
Skilled at producing high-quality, on time work products
Skilled at synthesizing volumes of information and presenting a summary deliverable of
what the customer requested to address their business needs
Abilities:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Ability to break up tasks into manageable parts and organize them in a systematic manner
Ability to think analytically and understand key issues in a complex situation
Ability to creatively think and be willing to explore new ideas and approaches with
customers
Ability to demonstrate effective listening skills and be able to clearly define what the
customer is asking for and what they actually need
Ability to prioritize tasks and demonstrate the ability to handle multiple assignments
concurrently
Ability to quickly identify customer needs, manage customer expectations, and
recommend appropriate solutions
Ability to deliver consistent results individually and in a team environment
Ability to complete multiple tasks in a fast-paced environment
Ability to bring clarity and definition to projects that are often highly unstructured,
initially ambiguous, and complex
Attributes:
1.
2.
3.
4.
5.
Influences and persuades others
Constantly seeks to learn new skills and keep current
Adapts to changing customer needs
Vocal and speaks up for what they believe in
Creates a sense of openness
6.
7.
8.
9.
10.
11.
12.
13.
14.
Systemic researcher
Respects diversity
Works effectively with people in different cultures
Values the input and ideas of others
Offers assistance
Willingly to share information without needing to be asked
Excellent written, verbal and presentation skills
Good project management
Strong research and analytical skills
Requirements:
Bachelor’s degree required and Masters of Library Science degree strongly preferred
Training on KM applications and vendor products and services, as required
Proficient in MS Office and social networking tools
Years of Experience:
Minimum of 1 - 3 years of experience in a corporate information center or library
Draft
Knowledge Worker
The role of the Knowledge Worker is to use and reuse the organization’s internal knowledge
assets and intellectual capital, as well as to leverage the access to the organization’s contractual
content resources and information services. The Knowledge Worker can be any employee using
knowledge tools, systems, or applications to perform their work and share information with
others internally or externally.
Knowledge Workers are responsible for the day-to-day knowledge management functional tasks
of creating, capturing existing information and knowledge, and framing and structuring
knowledge as required in the course of daily activities to support a KM center or an
organization’s functional business units, Industries, or service lines.
Reporting Relationship:
The Knowledge Worker can be located anywhere in the organization. When the upper
management of an organization is a strong sponsor of KM or an avid user of KM resources
themselves, you typically will find more KM Workers knowledge sharing across the
organization.
KM Worker Competencies:
The competencies necessary for a KM Worker can vary significantly depending upon the nature
of the work they perform or the roles and responsibilities they have within the organization, as
well as, the experience and training they have had with basic office tools and social networking
tools. The overall competencies most appropriate for a KM Worker include the following
knowledge, skills, aptitude, and attributes.
Knowledge:
1.
2.
3.
4.
5.
Knowledge of how to focus and identify the knowledge content (tacit or elicit) that is
most urgent and important to capture for the work that needs to be performed
Knowledge of how find existing supportive information through the KM and
organizational repositories
Knows the organization’s goals and objectives and is able to make decisions on using
existing KM resources and linking others to critical content
Knowledge of the information that is relevant to their KM Worker’s role and the value it
brings to the organization
Knows the basic processes for obtaining KM information needed for their area or
functional responsibilities: discovery of information, data gathering, creation, packaging,
dissemination, and reuse
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Knows how to contact the KM providers of information, whether through the KM center,
library, associations or subject matter experts
Knows how to organize the information obtained and can make sense of the value of the
information to the user or their organizational group
Knows how to access and collect information through KM systems or other existing
organizational repositories
Knows how to package and distribute the information by determining the best vehicle for
distributing or transferring the information to the intended recipient
Knows how to evaluate and measure the effectiveness of the knowledge assets
Knows who to go to and when to ask for assistance in using KM resources and/or making
requests for information
Knows how to adapt knowledge assets to better meet the emerging personal or business
needs of Knowledge Workers
Knows how to contribute to achieving consensus and collaboration across business units
regarding the use of KM resources
Knows where to go for complex information/research requests and/or primary
research questions
Knows how to generate enthusiasm for knowledge sharing and transfer of
information
Knowledge of applicable data and copyright laws
Skills:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
Skilled at working with Knowledge Analyst and Knowledge Researchers to create
summarized content
Skilled at collaborating with content owners and gatekeepers to obtain content or get
links to content
Skilled at participating in the processes to acquire, process, and store content into a
specific type of repository for use or reuse by themselves or others
Skilled in using appropriate information sources
Skilled in the creation of a plan for categorizing, indexing, and archiving all content
and information resources that are identified as part of the user’s functional business
area
Skilled at producing new KM capabilities and opportunities for the use of knowledge
Skilled at identifying information gaps that hinder the organization’s goals and
objectives
Skilled at participating in creating or modifying a strategy for the improvement of using
KM resources
Skilled at working collaboratively with peers and user groups to leverage information
Participates in networking forums and KM learning events
Skilled in the transaction processing of workflow information on a daily repetitive basis
Skilled at maintaining and evolving the information taxonomy with input from
business unit subject matter experts and users
Skilled at managing and storing organization-owned content, including determining
what content is stored and working collaboratively to determine appropriate access
Skilled at understanding the value of reward and recognition programs
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
Skilled at helping to create and manage knowledge and information assets relevant to
their role
Skilled at training content owners, librarians, gatekeepers on new standards related to
content management
Skilled at interfacing with the appropriate IT individuals on hardware and software
issues that affect the availability and accessibility of information resources
Skilled in contributing to the development of KM processes
Aware of the internal and external web sites and how to access them
Skilled in compiling with document management and retrieval policies
Skilled at tracking, recording, and reporting on asset usage across the enterprise
Skilled at collaborating with content owners to develop plans for integrating and
delivering content to the KM portal or community of practice
Skilled at sharing best practices with other people within the organization to help
support business strategies and tactics
Skilled at understanding and communicating the need for and value of knowledge
management services
Skilled at providing business and market research information and analyzes to
provide actionable information and recommendations for the organization’s business
teams
Skilled at participating in relevant key learning programs to improve the KM Workers
skills in using KM resources
Skilled at working with IT or KM staff to ensure that data and content conform to
uniform and consistent identifiers, formats and protocols necessary for sharing and
exchanging enterprise
Abilities:
Ability to outline, prioritize and accomplish work
Ability to adapt to new and changing circumstances and commits to learning new KM
application and tools
3. Ability to bring people together to share knowledge in terms of culture and behavior,
business processes, and technological tools
4. Ability to network and share ideas and successes
5. Ability to think strategically in terms of culture, behavior, business processes, and tools
1.
2.
Attributes:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Skillful listener
Good at facilitating discussion
Confident and effective communicator
Supports colleagues
Good at acknowledging others’ contributions
Clear understanding of business and KM resources
Good working knowledge of organizational and business strategy
Good appreciation of customer needs at both the operational and strategic level
Clear understanding of the principles of knowledge management
10.
11.
12.
13.
Up-to-date with the latest technology/social tools that support knowledge management
Promoter of knowledge sharing behavior
Good networking and collaboration skills
Good appreciation of customer needs at both the operational and strategic level
Requirements:
No formal education is required. However, a Bachelor’s degree or Master’s degree in is
preferred
Understanding of basic knowledge management principles and hands on skills needed in
gathering, analyzing, and presenting information
Demonstration of technical aptitude with tools and equipment is required, as well as proficiency
with Microsoft Office, Excel, PowerPoint
Years of Experience:
1-3 years of experience in the use of KM tools and information management principles