Rx Automation Knowledge Leader

BD; Tucson (AZ); On-site; USD 105,000 - 168,000; Full time

Benefits offered by this job

Annual Bonus

Medical coverage

Retirement plan

Job summary

BD is seeking a Knowledge Manager for Rx Automation CSC to lead and scale our knowledge management program. You will own content standards, workflows, and governance while collaborating with Technical Support, Field Service, Product Support, Engineering, and Training.

You will develop and publish troubleshooting articles, decision trees, and learning tools, advancing knowledge usability, adoption, and customer experience across the support organization.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 5+ years in project management, process improvement, support operations, product support, or a technical support organization.
• Strong Microsoft Office skills (Word, Excel, PowerPoint).
• Proven analytical and problem‑solving abilities with excellent communication.
• Experience measuring program health and benefit realization.
• Availability to support varied hours and up to 10% travel.

Responsibilities

• Lead execution, stabilization, and continuous improvement of the Rx Automation knowledge program.
• Maintain roadmaps, governance routines, RACIs, lifecycle processes, and program health measures.
• Lead a small knowledge-focused team with scaling potential.
• Own knowledge standards, templates, taxonomy, metadata, review cadence, and workflows.
• Develop troubleshooting articles, decision trees, workflows, escalation criteria, and technical references.
• Develop adoption plans and communications to ensure consistent use of knowledge resources.
• Train and coach support staff on knowledge lifecycle expectations and content usage.
• Create job aids, guides, and learning tools to improve adoption and readiness.
• Maintain dashboards and reports on knowledge health, utilization, aging content, and gaps.

Skills

Analytical skills

Communication skills

Facilitation skills

Leadership

Problem solving

Travel readiness

Flexibility

Education

Bachelor’s degree or equivalent

Tools

Power BI

Salesforce

Knowledge base platforms (ServiceNow/Confluence)

Job description

BD is seeking a Knowledge Manager for Rx Automation CSC to lead and scale our knowledge management program. You will own content standards, workflows, and governance while collaborating with Technical Support, Field Service, Product Support, Engineering, and Training.

You will develop and publish troubleshooting articles, decision trees, and learning tools, advancing knowledge usability, adoption, and customer experience across the support organization.