Answer Center Knowledge Engineer

The Nielsen Company is a global information and media company with leading market positions and recognized brands in marketing information (ACNielsen), media information (Nielsen Media Research), trade shows and business publications (Billboard, The Hollywood Reporter, Adweek). The privately held company is active in more than 100 countries, with headquarters in Haarlem, the Netherlands, and New York, USA. For more information, please visit, www.nielsen.com.

Nielsen Media Research is the pioneer and industry leader in television audience measurement and advertising information services worldwide for more than half a century. We are headquartered in New York, with offices throughout the United States. At Nielsen Media Research, our reputation for integrity, innovation and commitment to professional development attracts the industry's top talent. Rated as one of the most diverse (Top 50 Companies for Diversity, Diversity Inc, 2005) and best places to work (Top 100 IT firms, ComputerWorld, 2004-2006; Best Computer Jobs in America, 2002), Nielsen Media Research is proud of our career opportunities and the many programs we offer that help foster career development. We have over 6000 employees throughout the US and offer a quality of life and comfortable work environment.

There exist two primary contributions for this position in support of the global Answer Center for an enterprise wide solution:* To design, develop, implement, support and grow an infrastructure and process to capture knowledge gained by the organization through successful system interventions enabling its shared use supporting all clients, employees (indirectly) and Answer Center service professionals (directly). In addition to oversee the process in identifying critical knowledge, its usage, availability and the needs of various business groups.* To design, develop, implement, support and grow various forms of self-servicing options increasing client satisfaction and reducing expenses (call volumes) in finding relevant client and employee solutions to business critical or urgent questions / needs.Qualifications* Involved in modeling information sources, flows and critical paths, as well as understand how information is turned into knowledge and the relationship of knowledge and how it supports and enables key business processes.* Facilitates the development of knowledge management practices in taxonomy, content management and information architecture and standards.* Works with operations staff to define an operational frame work that defines, develops and implements delivery systems, systems management, policies and security frame works to ensure delivery of knowledge and information to appropriate groups.* Possesses expertise in process and data modeling, architectural development methodologies, IT planning methodologies and extensive knowledge of the global enterprise s business and decision-making processes.* Broad understanding of knowledgebase and self-service solutions.* Responsible for supervision and direction of knowledgebase team or those assigned to the project.* Review current global knowledgebase systems / processes across all service locations and consolidate them during the implementation.* Responsible for the build out of the knowledgebase and the creation, design and implementation of the self-service options. * Responsible for the work flow of both knowledgebase and self-service options within the case management solution* Work closely and collaborate with Nielsen external vendors, consultants, Project Manager and other functional managers for implementation of a common knowledge management system / processes across the global Answers Center.* Provide regular status to Answer Center Leader, Project Manager and Answer Center team on challenges, action plans, help required and ensure timelines are met during this implementation.* Responsible for overall implementation of Knowledge Management system and self service options for The Answers Center.* Must possess strong leadership skills to gain credibility with various business leaders and stakeholders.* Makes complex IT and business decisions, works with other technology groups (internal/external) to ensure solid cross-functional decisions are made as a team.



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