Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
* Summary
* This role is responsible for driving systems changes, business process alignment, and tooling consistency across the Digital Velocity business unit. The position performs important systems and process standardization activities as part of the DV Services Consistency team. Digital Velocity is composed of 6 distinct practices and the Services Consistency team provides the matrixed function to keep the practices delivering as one company, in a consistent fashion where it makes sense. The Process Architect will play a vital role supporting the technical needs of Digital Velocity as we undertake business transformation initiatives including PSA adoption and standardization, CRM changes, project management tool consolidation, and better aligning our quote to cash processes with the broader CDW organization. While the focus of this role is not software development or systems administration, a strong understanding of Salesforce CRM, Certinia PSA, and the software development lifecycle is required. Primary responsibilities include developing and managing collaborative relationships with DV leaders, representing DV's business needs to CDW IT, creating and updating process flows and other technical documentation, collaborating to define solutions and workarounds, and serving as an escalation point for challenges impacting the success of technical projects and initiatives. This position is ideal for individuals who are passionate about leading without authority, adapt well to ambiguity, possess strong organizational skills, and are eager to contribute to a collaborative work environment.
Key Areas of Responsibility
* Assist and lead in specific areas the development, standardization, and implementation of knowledge management strategies, frameworks, processes and policies aligned with organizational objectives.
* Begin working with business leadership to execute organizational change management related strategic initiatives.
* Lead the design and implementation of business processes, knowledge management processes, systems, and tools, ensuring efficient knowledge capture, organization, and retrieval.
* Design, implementation, and support of solutions for the business utilizing company-approved tools and applications.
* Drive analysis of business processes with a focus on identifying opportunities for building efficiencies and introducing automation, when applicable.
* Identify and implement best practices for knowledge sharing, collaboration, and knowledge retention.
* Collaborate with subject matter experts to capture and document tacit knowledge, best practices, and lessons learned.
* Analyze knowledge management metrics and key performance indicators to measure the effectiveness of knowledge sharing initiatives.
* Develop and provide guidance to teams and individuals in knowledge management practices, tools, and processes.
* Conduct training sessions and workshops to promote knowledge sharing culture and enhance employees' understanding of knowledge management principles.
* Lead research initiatives of emerging trends and technologies in knowledge management and recommend innovative solutions for continuous improvement.
* Collaborate with IT teams to implement and integrate knowledge management tools and platforms.
Education and/or Experience Qualifications
* Bachelor's degree in knowledge management, information science, business administration, or a related field
* 8 years of experience in knowledge management, business administration, a consulting or professional services company, change management or related areas
Required Qualifications
* Strong understanding of agile project management, knowledge management, and change management principles, methodologies, and best practices.
* Proficient at working as a business user in customer relationship management platforms, such as Salesforce, and professional services automation tools, such as Certinia.
* Proficiency in knowledge management tools and platforms, such as content management systems, collaboration platforms, and enterprise search tools.
* Strong project management, organizational, and time management skills.
* Track record of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business, while meeting deadlines.
* Demonstrated problem-solving and critical-thinking abilities.
* Ability to think creatively and come up with proactive solutions, considering short- and long-term needs.
* Excellent verbal and written communication skills with the ability to effectively interact with internal and external stakeholders, including senior leadership.
* Excellent attention to detail and a high level of accuracy in work outputs.
* Ability to work both independently and collaboratively as part of a team.
* Proficient in Microsoft Office tools, especially Excel and PowerPoint
* Preferred Qualifications
* Prior experience acting as a liaison between business users and technical teams
* 5 years of experience working within or closely collaborating with a software development team
* 3 years of experience managing internal or customer escalations
* Prior experience with the ServiceNow platform
* Ability to work cross-functionally and balance the needs of diverse stakeholders
* Demonstrated experience leading process change related to enterprise systems implementations
* Proficient in Microsoft tools, SharePoint, Teams, Power Apps, Power Automate, Power BI
* Experience using software design support tools and productivity suites such as Microsoft Visio, Microsoft Office, and Microsoft Project Pay range: $110,000 - $154,000 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
