Program Manager - Knowledge Management Platform Migration
CyberSearch
Program Manager - Knowledge Management Platform Migration
(Hybrid)
6-month contract (potential extension)
Location:
Indianapolis, IN 46240 or San Antonio, TX 78251
Overview:
Leads a team of experienced professionals to deliver complex projects and strategic initiatives. Partners with senior leaders using a consultative approach to shape business plans, drive execution, and ensure alignment with organizational goals. Demonstrates thought leadership and broad business acumen to maximize impact through effective resource planning, associate development, and timely, high-quality delivery across a diverse portfolio.
Responsibilities:
Lead the eGain migration (roughly 50% or more of your time)
Build and manage the detailed project plan from the existing WBS and governance structure
Support the steering committee with materials, status, risks, and decisions
Coordinate across Knowledge Management, IT, and vendor partners
Partner with the change management workstream lead, providing guidance, templates, and standards
Manage additional portfolio projects
Support two or three smaller projects at various stages, from analysis through delivery and closeout
Help shape and launch new initiatives as they're identified
Run strong project governance
Lead meetings and working sessions
Own project artifacts: plans, risk logs, issue and decision logs, change documents
Make sure risks have owners and mitigation plans, and follow through on them
Identify resource gaps and escalation them for resolution
Maintain Jira for portfolio reporting
Work with technology partners to keep the Jira hierarchy intact, linking strategic goals to initiatives, epics, and stories
Produce reporting at both the portfolio and project level
Bridge business and IT
Build strong relationships with business stakeholders, IT partners, and vendors
Translate business outcomes into clear requirements and plans, and translate technical status back into business terms
Qualifications:
7-10 years of project or program management experience across different types of projects, stakeholder groups, and business areas
Experience leading a large system migration, implementation, or enterprise rollout
Experience with eGain, AEM, or another knowledge base or content management platform (ServiceNow KM, Salesforce Knowledge, SharePoint)
Proficiency with Jira, Confluence, Excel, and Word
Preferred
PMP or equivalent project or portfolio management certification
Background in knowledge management, contact center operations, learning and development, or quality management
Experience structuring Jira for portfolio-level reporting
Smartsheet
J-18808-Ljbffr
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