Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
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Kerry Haworth

Aurora,IN

Summary

Dynamic leader with a proven track record, specializing in strategic planning and cross-functional collaboration. Excelled in boosting employee self-service by 16% through innovative knowledge management initiatives. Renowned for exceptional problem-solving and process optimization skills, adept at driving significant operational improvements and fostering impactful partnerships.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Sr. Manager, Knowledge Management

Equinix
Jeffersonville, IN
02.2024 - Current
  • Created and executed a knowledge management program for HR, including distributed knowledge management and Knowledge-Centered Service (KCS).
  • Implemented a structured oversight committee to manage decentralized operations.
  • Gathered feedback from HR for continuous service model improvement.
  • Directed team in maintaining the complete KM model for distributed and KCS functions.
  • Led product management for knowledge requirements and testing on ServiceNow.

Sr. Knowledge Manager

Procore
Greenville, SC
02.2023 - 02.2024
  • Developed and executed a knowledge management initiative for Global Talent.
  • Chaired the governance committee to ensure compliance and efficiency.
  • Guided SMEs in developing employee self-service content during transition from Google Suite to Igloo intranet platform.
  • Supported internal communications team on technical aspects of the intranet revamp project.
  • Overhauled Global Talent's Jira forms to boost the efficiency of the Talent Services team.
  • Transitioned into an enterprise Knowledge Management role post-intranet project completion.

Global Director, Knowledge Management (KM)

Center for Creative Leadership
Greensboro, NC
07.2021 - 02.2023
  • Led and executed a comprehensive knowledge management program involving strategy, design, development, and platform selection.
  • Deployed new content management software using an interim SharePoint solution.
  • Engaged essential stakeholders to ensure effective program implementation.
  • Spearheaded development of governance structure including decision-making committee for improved content facilitation.
  • Coordinated improvement efforts with executives and different departments during a critical turn-around period.
  • Led a team of KM and library professionals in supporting the KM and Library Services department.

Sr. Product Manager, Knowledge Management (KM)

ServiceNow
Jeffersonville, IN
09.2019 - 07.2021
  • Led KCS and knowledge management initiatives for the HR organization, encompassing strategy and design.
  • Boosted employee self-service by 16% annually through successful execution of KCS and knowledge management strategy.
  • Sourced feedback volunteers across organization to enhance HR employee designs.
  • Ensured ownership of content needed for continuous improvement through comprehensive governance process.
  • Participated in an enterprise-wide KM governance committee, functioning as an internal consultant.
  • Certified as KCS internal trainer by Consortium for Service Innovation to support internal support functions.

Knowledge Management (KM) Consultant

Veracity
Jeffersonville, IN
11.2017 - 06.2019
  • Led a team of three consultants for a large project developing systems-level knowledge management solutions within a healthcare company's support department.
  • Developed a full-scale KM KCS initiative designed to boost first-call problem resolution by 20% within the first year.
  • Performed needs analysis by interviewing 125 users to determine business requirements for platform selection and KM program design.
  • Headed a comprehensive 3-phase RFP vendor selection process.
  • Guided business towards selecting highly scoring vendors despite differing opinions from other stakeholders.
  • Saved client $2.5MM in licensing fees and implementation costs through detailed vendor assessments.

Knowledge Systems Services Analyst

Hogan Lovells
Louisville, KY
11.2016 - 11.2017
  • Engineered site builds for SharePoint 2013 intranet environment utilizing SharePoint Designer and InfoPath, handling 15-20 projects concurrently.
  • Optimized site development requests process through effective meeting organization and dashboard improvements.
  • Cut processing time by more than 50%, from 21 to 10 days.
  • Implemented system led to a 20-40% increase in team effectiveness.

Knowledge Management Consultant

Independent Contractor
Jeffersonville, IN
03.2015 - 05.2017
  • Directed professional development program implementation for adjunct faculty teaching non-credit-bearing developmental education courses across three community colleges with support from multiple foundations.
  • Achieved significant cost savings by improving software licensing agreements.
  • Utilized Articulate Storyline to enhance the effectiveness of coaches' training, cutting onboarding duration by 80%.
  • Documented institutional knowledge of program pilots and managed data.

Knowledge Manager - K-12 Education Team

Bill & Melinda Gates Foundation
Seattle, WA
06.2012 - 03.2015
  • Developed public website for College Ready education team to distribute information about projects and outcomes.
  • Upgraded intranet from SharePoint 2010 to SharePoint 2016 for all K12 sub-teams.
  • Completed website project from vendor selection to go-live 3 months ahead of schedule.
  • Enhanced management of incoming grant-related information.
  • Secured involvement of K-12 Education Team in SharePoint 2016 pilot to hasten problem-solving process.
  • Drafted team learning agenda emphasizing collaboration activities, noteworthy research, and unique grant-related information.
  • Built a strong reputation as the 'go-to' person for technical skills, leading the evaluation of internal technology investments.
  • Developed a schedule for quarterly outreach initiatives.
  • Facilitated informed decision-making in technology that aligned with grant goals.
  • Participated in cross-Foundation teams to enhance collaboration and efficiency.

Knowledge Manager / Trainer / Applications Analyst - Support Operations Team

Blackboard
Indianapolis, IN
01.2009 - 06.2012
  • Led the transition of three support knowledge bases to Salesforce from PeopleSoft, Confluence, and Parature.
  • Facilitated cross-departmental requirements gathering, formulated tailored KM requirements, and supervised Salesforce build implementation.
  • Maintained top-tier support effectiveness by consistently meeting a one-day resolution metric at a rate of 95%.
  • Facilitated weekly ANGEL Learning support team meetings to address complex issues.
  • Created and maintained two evergreen eLearning courses accessible to all clients.

Education

MIS - Information Science

Indiana University
Bloomington, IN

BS - Secondary Education-English

Indiana University Southeast
New Albany, IN

Skills

  • Strategic Planning
  • Tactical Execution
  • Cross-Functional Collaboration
  • Continuous Process Improvement
  • Process Optimization
  • Product Management
  • Customer Service Expertise
  • Systems Analysis
  • Requirements Analysis
  • Data Analysis Expertise
  • Web Platform Builds & Administration
  • Vendor Evaluation
  • Regulatory Compliance Expertise
  • Influencing and negotiating
  • Partnership development
  • Cross-functional team coordination
  • Cross-functional team leadership
  • Troubleshooting and problem resolution
  • Operations management
  • Data-driven decision making

Websites

Certification

  • Knowledge-Centered Service v.6, KCS Academy, 2020
  • Landmark Forum, Landmark Worldwide, 2019
  • International Coaching Federation, The Coach Training Academy, 2019
  • ELearning, ATD, 2016
  • Certified Knowledge Manager, KM Institute, 2013

Timeline

Sr. Manager, Knowledge Management

Equinix
02.2024 - Current

Sr. Knowledge Manager

Procore
02.2023 - 02.2024

Global Director, Knowledge Management (KM)

Center for Creative Leadership
07.2021 - 02.2023

Sr. Product Manager, Knowledge Management (KM)

ServiceNow
09.2019 - 07.2021

Knowledge Management (KM) Consultant

Veracity
11.2017 - 06.2019

Knowledge Systems Services Analyst

Hogan Lovells
11.2016 - 11.2017

Knowledge Management Consultant

Independent Contractor
03.2015 - 05.2017

Knowledge Manager - K-12 Education Team

Bill & Melinda Gates Foundation
06.2012 - 03.2015

Knowledge Manager / Trainer / Applications Analyst - Support Operations Team

Blackboard
01.2009 - 06.2012

MIS - Information Science

Indiana University

BS - Secondary Education-English

Indiana University Southeast

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