Manager, IT Knowledge Management

Branchburg, NJ, US
March 01 2018
Organization Type
Requisition ID: SHA001425

Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century. Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Merck’s Information Technology organization partners with colleagues across the business to help serve our patients and customers around the world. Ours is a high energy team of dynamic, innovative individuals dedicated to advancing Merck’s contribution to global medical innovation by leveraging information and technology to efficiently advance the business by driving revenue and productivity.  


The Manager for IT Knowledge Management (KM) will have primary responsibility for developing and managing the portfolio of knowledge management initiatives designed to enhance IT support services globally. By leveraging and maintaining an established KM framework and standards, the incumbent will focus on how knowledge flow can help service organizations improve customer satisfaction, operational efficiencies and worker productivity. Shifting work left, including automation and self-service, will be a key focus areas for the role with an emphasis on leveraging explicit knowledge to optimize IT support operations. Champion knowledge management as the foundation for improving our ability to innovate and improve the service experience for IT and other support functions.

  • Use knowledge to enhance IT customer experience and improve the effectiveness of the IT support model.
  • Utilize digital solutions to surface resolutions and answers to end user queries.
  • Collaborate with company support functions to leverage knowledge management practices and principles.
  • Develop and communicate knowledge management strategy to stakeholders in IT and other support functions.
  • Identify and implement continuous improvement opportunities to improve service experience and efficiencies.
  • Identify and implement metrics to measure, report, and realize continuous improvements.
  • Recruits, develops and retains staff as well as maintains effective relationships with service providers.


  • Bachelor's degree required in Computer Science, Knowledge Management , Data Science, Engineering or equivalent.
  • Experience applying knowledge management practices and principles as a means to improve digital solutions. Strong customer service and analytical skills.
  • Excellent interpersonal, written and oral communication skills.

  • ITIL Certification, Google analytics, Champion for change, experience managing global teams and collaborations. Ability to analyse data, develop insights, visualize trends and drive change.
Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life. 


If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to


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Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck.  No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.


Visa sponsorship is not available for this position.


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Job: Shared Services
Other Locations:
Employee Status: Regular
Travel: Yes, 5 % of the Time
Number of Openings:
Shift (if applicable):
Hazardous Materials:
Company Trade Name: Merck

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