Role Overview
The Knowledge, Insights and Client Support (KICS) team is a core part of Dalberg’s Global Shared Services team. It is focused on harnessing knowledge and extracting insights from projects around the world to improve client service delivery, strengthen business development, and contribute to the social impact sector. The KICS Associate (Coordinator) plays a critical role in ensuring the effective management and operation of Dalberg’s knowledge systems, vendor relationships, and data processes, focusing on maintaining and improving systems, ensuring compliance, and contributing to strategic AI initiatives.
Key Responsibilities
1. AI-Enabled Processes and Tools (40%)
- Design, build, and embed AI-enabled processes and identify automation opportunities across consulting delivery, business development, and knowledge management workflows.
- Collaborate with the AI team to develop and refine AI tools, serving as a KM subject matter expert during testing and iteration.
- Drive adoption and implementation of AI initiatives through launches, user training, and embedding tools into day-to-day workflows.
2. Practice Area Networks (25%)
- Implement formalized support structures around Practice Areas (PA) and set norms for baseline activity, data sharing, and reporting.
- Create infrastructure for quarterly performance reporting aligned with global finance data.
- Work closely with PA Managers to ensure information accessibility and that templates are available for building strong collateral.
3. Business Development and Client Services (25%)
- Manage and update all core business development collateral (e.g., firm introductions, key statistics) and ensure they are readily accessible.
- Implement formalized support structures around Client Service Teams (CST) and ensure baseline activity norms are met.
4. KICS Systems and Process Management (10%)
- Drive core processes to ensure baseline requirements around knowledge capture are met (e.g., at project completion).
- Provide training and onboarding to staff on their responsibilities as knowledge and insight champions.
- Automate knowledge and business development processes where possible and find efficiencies in cross-operational processes.
- Conduct quality and consistency audits and propose improvements to system assets, including bi-annual database audits.
Requirements and Qualifications
Education and Experience
- Minimum of a Bachelor’s Degree in a related field. A technical degree (e.g., Computer Science, Information Systems, Data Science) or demonstrated technical proficiency is preferred.
- Minimum of 2 years of experience in knowledge management, information systems, or a related field.
Technical Skills and Knowledge
- Experience working with knowledge management tools, platforms, or databases (SharePoint, Confluence, etc.).
- Familiarity with Content Management Systems (CMS) and document repositories.
- Hands-on experience using AI tools (e.g., ChatGPT, Claude, Copilot) and automation platforms (e.g., Zapier, Power Automate).
- Experience with prompt engineering and configuring AI agents (custom GPTs, retrieval-augmented workflows).
- Proficiency in data organization, cataloging, and tagging.
Soft Skills
- Strong written and oral communication skills; experience in running training sessions is a plus.
- Demonstrated analytical skills for organizing, synthesizing, and structuring large volumes of information.
- Adaptability and eagerness to learn new tools and technologies.
- Commitment to fostering a culture of learning and knowledge sharing.
