Management of 7,000+ article knowledgebase for 250 Service Desk agent’s daily use, as well as a resource for 10,000 IT personnel, and public-facing to 120,000 client employees.• Facilitate and monitor the use and improvement of common knowledge management (KM) processes and approaches across the organization, partnering with business leaders and stakeholders to address their goals, projects, and future growth.• Develop and deploy new KM KPIs, Initiatives, Projects, Project Trackers, KM reports, and future KM Evergreen state. Monitor and report progress of KM projects, and KM staff to upper management.• Develop and govern knowledge management process, define knowledge management requirements, goals and strategies. • Senior-most knowledge management expert on issues that need resolutions or escalation• Run Weekly Team meetings and metric presentations to internal Level 1, 2 and 3 support teams. • Integrate with Operations and Quality Assurance teams to incorporate their needs and develop quick launch dashboards, and Web Tools to improve their performance and functionality.