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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 escalate 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