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Novavax, Inc.(Nasdaq: NVAX) is a biotechnology company that promotes improved health globally through the discovery, development, and commercialization of innovative vaccines to prevent serious infectious diseases. Novavaxis currently conducting multiple late-stage clinical trials for NVX-CoV2373, our vaccine candidate against the virus that causes COVID-19, and has recently reported exciting and highly encouraging initial efficacy results. NanoFlu™, our quadrivalent influenza nanoparticle vaccine, met all primary objectives in its pivotal Phase 3 clinical trial in older adults. Both candidate vaccines incorporate Novavax’ proprietary saponin-based Matrix-M™ adjuvant to enhance the immune response and stimulate high levels of neutralizing antibodies.Novavaxis a leading innovator of recombinant vaccines. Our proprietary technology platform leverages the power and speed of genetic engineering to efficiently produce highly immunogenic nanoparticles in order to address urgent global health needs.

Novavax, Inc. is headquartered in Gaithersburg, Maryland with additional facilities in Uppsala, Sweden and Bohumil, Czech Republic.

Summary of the Position :

The Knowledge Management Business Process Administrator supports defining requirements, ensuring stakeholder participation, and ensuring the quality and performance of the Knowledge Management process and activities. In the role of Knowledge Management Lead, the candidate will apply knowledge management principles to perform knowledge management in the organization. The candidate will partner with both internal and external sources to gather and examine data from disparate sources. The candidate will work with leadership to develop and administer reports on usage and knowledge contributions. As part of the duties, the candidate will review ticket content and identify areas where KBAs could be (or could have been) helpful in resolving issues. The candidate will use continual improvement processes to target specific training opportunities for our internal team. The candidate will ensure accurate ratings exist on articles so that our end-users see what is most relevant to their needs and enhance this ability from our creation, update, and submittal of articles from the incident, problem, and change modules of ServiceNow. The candidate will focus on continually maintaining the KB with input from notes and activities related to issuing resolutions and request fulfillment and serve as the liaison to our internal team and outsourced global service desk. As the liaison, the candidate will work both internally and externally to communicate approved procedures to our teams and monitor participation. The candidate will also identify the effectives of articles based on subsequent incidents and requests. Will use this data to identify problem and share both internally and externally to improve our end users experience. Knowledge management can be in the form of written content, videos and etc.

Responsibilities :

• This position is responsible for transforming the delivery of learning methods and knowledge management which includes defining a future-state vision, creating a strategy to achieve this vision and implementing necessary changes across operations.
• Create, validate, and execute a plan that introduces and supports a culture of knowledge management to facilitate change management, widespread adoption, and ongoing participation.
• Partner with leaders across the organization to assess, design, deploy, measure and evaluate knowledge management solutions and interventions to improve operational and revenue performance. Modify programs as needed.
• Track ROI and regularly report on key metrics to determine the effectiveness of knowledge sharing.
• Drive the implementation and adoption of knowledge sharing and training strategy by creating global knowledge-sharing systems, improving the integration of information, and access to information.
• Develop processes and workflows to facilitate the capture and approval of knowledge throughout the lifecycle of information.
• Monitor and evaluate the knowledge management program, including benchmarking and evaluation programs/opportunities; Monitor trends in knowledge management and identify gaps.
• Ensure that Knowledge Management is firmly embedded in business processes.
• Regularly seek feedback from the stakeholder to directly meet and understand their emerging needs
• Partner with the business to assess & develop business requirements for the knowledge management system.
• Ensures compliance with knowledge specific standards and policies
• Monitors knowledge processes within the environment and throughout the ITSM process life cycle; validate adherence to specified knowledge process requirements and measurement activities; supports quality assurance activities related to knowledge process
• Leverages knowledge and best practice experience to identify and champion recommendations for improvements opportunities
• Performs as a self-starter who manages end-to-end efforts working independently as well as within a team environment
• Supports the planning, design, and implementation of knowledge processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders
• Supports the development of procedures, work instructions, and templates to support process execution
• Analyze the effectiveness of the new knowledge management processes by observing its usage and evaluate its impact in terms of the organizational benefits
• Supports the current knowledge management practice as well as support the design of new knowledge distribution policies and encourage the use of the new practices
• Delivers high quality work and can adapt to new challenges, either on their own or as part of a team
• Applies process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements
• Works with other areas to perform analyses and troubleshoots issues across knowledge process area
• Prepares and may briefs reports (Lead back-up as needed) to customers and service providers
• Conducts quality assessments to validate proper implementation of knowledge processes to meet quality standards
• Supports analysis, evaluation, and assessment of knowledge process performance measurements, and briefs results and recommendations to the appropriate level governance forums

Required Experience :

• Bachelor’s Degree and 8+ years of work experience
• Experience working on an IT Service Management Team writing knowledge articles, and/or experience with ITIL 4 Knowledge Management processes
• Working knowledge of Service Management workflows and ITSM processes
• Experience with ITIL and/or training, with ability to obtain ITIL 4 certification within three months of hire
• Some analysis and reporting skills
• Strong written and verbal communications skills
• Able to work collaboratively with a Team to transform ideas and implement appropriate solutions Accountable for the implementation, continuous improvement, and refinement of the Knowledge Management practice within the Digital organization.
• Drive Knowledge Management adoption and management of Digital Knowledge articles.
• Utilize ServiceNow to manage the Knowledge Management practice
• Manage service continuous improvement cycles in collaboration with the Product / Service Owners and managed services teams.
• Collaborate with Knowledge Management subject matter experts in non-Digital business units to maintain a consistent global practice.
• Define/oversee Key Performance Indicators (KPIs) to ensure Operations / Service Level Agreement (OLA/ SLA) meet business objectives.
• Provide vision and roadmap for strategic global process evolution of Knowledge Management.
• Maintain Knowledge Management documentation, procedures and training materials.
• Maintain regulatory compliance based on Digital control

Basic Qualifications :

• Bachelor’s degree or equivalent combination of education and work experience
• Minimum 5 years of experience in an IT service management/service delivery role,
• ITIL V3/V4 Specialist: Create, Deliver and Support
• Advanced knowledge of processes and tools utilized for system management, problem reporting, change management and support tools.
• Exceptional interpersonal and client service skills.
• Excellent influence and negotiation skills, ability to facilitate discussions around complex issues and bring them to resolution
• Advance Experience with ServiceNow ITSM system

Novavax offers a base salary, annual bonus, equity grants, professional career development/growth opportunities, and a comprehensive benefits package including medical, dental, vision, Rx, STD, LTD, Life, Optional Life, 401(k) plan.

Equal Opportunity Employer/Veterans/Disabled

Novavax is an equal employment opportunity employer. Employment and advancement opportunities are available to all individuals on an at-will basis, regardless of their race, color, national origin, religion, ancestry, citizenship status, military or veteran status, sex, sexual orientation, gender identity or expression, age, marital status, family responsibilities, pregnancy, disability, genetic information, protective hairstyle, or any other characteristic protected by applicable federal, state, or local law.

Except where prohibited by applicable state law, this position requires that you be fully vaccinated against COVID-19 unless you need a reasonable accommodation or qualify for an exemption.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)