Lead Knowledge Management Systems Specialist

Johns Creek - Georgia

Date Posted: May. 09, 2019

Requisition ID: MAC14687


Job Overview:


 *This position can be located at any Macy’s Field Services City/State Location*


Macy’s Field Services provide the support service and implementation of technology across the Macy’s organization. The Field Services teams manage and coordinates the interactions between technology teams and vendors by gathering requirements, developing documentation, and managing the systems that organize this work and knowledge for execution by vendor partners. The members of our team focused on Knowledge Management will need to be superior collaborators that can coordinate between the business and technology teams to understand the requirements of new and upgraded technology initiatives, and translate those into knowledge, process, and systems that allow this technology to be implemented and supported. The team members will accomplish this using an array of tools focused on document and video development and organization, as well as SharePoint portal development and ServiceNow integration development.  


We are looking a system specialist who have passion for understanding the needs of the business, the details of the technology supporting these needs, and translating that into the required knowledge and processes needed to implement systems quickly across the enterprise.


This role will have a primary and secondary area of responsibility, with another team member having the reverse focus. The first area of responsibility is to drive the identification documentation and organization of all knowledge necessary to implement and then support technology that is utilized by the organization. The top level technical contributor in this role will be involved early and throughout the envisioning of technology solutions to allow the capture of the needed knowledge that will allow third parties to seamlessly implement and support this technology. This individual will need to be capable of developing, configuring, and managing the systems that will retain and deliver this knowledge as needed. The second area of responsibility is focused on the automation and development of tools and processes that will allow the organization to easily request and execute technology service requests. The individual in this role will have to be strongly versed in tools such as SharePoint, Nintex workflow, and service now programming and configuration. Perform other duties as assigned.


Essential Functions:

  • Functions as a top level technical expert in the development and management of documentation to support implementation and ongoing support for technologies in Macy’s Incorporated supported sites.
  • Develops and manages field services documentation and knowledge repositories, and systems to allow seamless access to knowledge.
  • Partners with team to drive resolution and process improvements to further minimize impact to our production environment and support business partners. Documents all key processes to further drive performance.
  •  Leads requirement discussions and development efforts for Field Services automation and process development in support systems such as ServiceNow, SharePoint, and Nintex.
  • Develops the systems and queries needed to report on key metrics for the Field organization.
  • Operates as a subject matter expert on the systems and technologies utilized in Macy’s operations when working as the liaison between the business and technology teams in the field project engineers.
  • Flexibility to work across all functions/levels as part of a dynamic team.
  • Stay current and help select and implement modern technologies.
  • Share knowledge and champion best practices.
  • Regular, dependable attendance and punctuality.




  • Bachelor’s Degree in Computer Science/Engineering and 6+ years of related experience or an  equivalent combination of education and experience.
  • 5+ years experience of developing knowledge capture and delivery systems and tools.
  • 3 years experience in developing training documentation and videos.
  • 3+ years building forms and processes in Nintex and SharePoint.
  • Ability to develop functional systems and enhancements in Sharepoint, ServiceNow and related systems.
  • Ability to unit test, develop test scripts, test Driven Development (TDD), Positive and Negative testing.
  • Relational database experience (ability to understand tables, fields, relationships, joins, etc).
  • Integration experience (ability to understand integration concepts with other systems, REST, SOAP, XML).
  • Responsive web design (HTML/CSS/BOOTSTRAP).
  • Adept in applying ITIL/ITSM processes and framework in the real world scenarios and problems to assist in developing resolutions to problems and more efficient and robust processes.

Communication Skills:

  • Excellent written and verbal communication skills.
  • Ability to read, write, and interpret business and technical documents.
  • Ability to effectively communicate technical issues and solutions to all levels of business both in writing and verbally. Fosters open communication by encouraging the expression of ideas and opinions.

Mathematical Skills:

  • Basic math functions such as addition, subtraction, multiplication, division, and analytical skills.

Reasoning Ability:

  • Strong organizational skills and attention to detail.

Physical Demands:

  • This position involves regular walking, standing, sitting for extended periods of time, hearing, and talking.
  • May occasionally involve stooping, kneeling, or crouching.
  • May involve close vision, color vision, depth perception, focus adjustment, and viewing computer monitor for extended periods of time. 
  • Involves manual dexterity for using keyboard, mouse, and other office equipment.
  • May involve moving or lifting items under 10 pounds.

Other Skills:

  • Strong leadership, facilitation and interpersonal skills.
  • Strong conflict resolution, negotiation and consensus building skills with the ability to work across functional lines and at many levels.

Work Hours:

  • Ability to work a flexible schedule based on department and company needs.

Company Profile:


Macy’s Inc. is one of the nation’s premier retailers.  With fiscal 2016 sales of $25.778 billion and approximately 140,000 employees, the company operates more than 700 department stores under the nameplates Macy’s and Bloomingdale’s, and approximately 125 specialty stores that include Bloomingdale’s The Outlet, Bluemercury and Macy’s Backstage.  Macy’s, Inc. operates stores in 45 states, the District of Columbia, Guam and Puerto Rico, as well as macys.com, bloomingdales.com and bluemercury.com.  Bloomingdale’s stores in Dubai and Kuwait are operated by Al Tayer Group LLC under license agreements.  Macy’s, Inc. has corporate offices in Cincinnati, Ohio and New York, New York.


This job description is not all inclusive. Macy’s Inc. reserves the right to amend this job description at any time. Macy's Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.