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Knowledge Manager- PMO

Location Gaithersburg, Maryland, United States Job ID R-060940 Date posted 09/11/2019

At AstraZeneca, we turn ideas into life changing medicines. Working here means being entrepreneurial, thinking big and working together to make the impossible a reality. We're focused on the potential of science to address the unmet needs of patients around the world. We commit to those areas where we think we can really change the course of medicine and bring big new ideas to life. As Knowledge Manager- Access Services, you'll play a pivotal role in channeling our scientific capabilities to make a positive impact on changing patients' lives.  North American Commercial is the 'face' of AstraZeneca to our many healthcare clients. They represent many of the most well recognized and respected products in the industry, and build strong relationships with healthcare professionals.

The Knowledge Manager for Access Services will be responsible for ensuring that Access Services staff have functional knowledge of systems and processes that are needed to best perform their jobs. They uphold the holistic understanding of programs across Access Services and how they are in place to support patients and Health Care Providers. This individual will be accountable for establishing and maintaining the Knowledge Program, which includes a knowledge maturity matrix, gap analysis, and execution to meet business goals. The knowledge manager will be responsible for the coordination, delivery/facilitation, and implementation of training for the Access Services team to include logistics, communications, material development, documentation, and vendor team training.  This individual will provide reporting and database management to maintain full training attendance, performance records, and meet legal requirements for compliance reporting.  This role will ensure all communications, planning, materials, and records are managed to meet the needs of the Access Services training program. Primary focuses will be on development, implementation, and assessment of learning systems/curricula to support the Access Services team.  This role will work collaboratively with Access Services leadership, Commercial Learning & Development, and Market Access Training Strategy teams to create, execute, and manage a robust knowledge program, including new hire and ongoing developmental training, for Access Services teams (Access 360, AstraZeneca’s Information Center, and Field Reimbursement).


  • Define and maintain the Knowledge Management Program for Access Services; including knowledge capture, storage, and transfer
  • Analyze the effectiveness of the knowledge management program features by observing its usage and evaluate its impact in terms of the organizational benefits; Interact within Access Services, senior leadership through specialist, as well as external customer where possible
  • Evaluate training and development programs; ensuring that statutory training requirements are met; amending and revising programs as necessary, to adapt to work environment changes
  • Access subject matter resources to improve organizational purpose, process, and tools understanding across Access Services; Design and implement knowledge management features to improve where needed
  • Responsible for the formation of communities of practice within the organization
  • Encourage team members and partners of Access Services to share knowledge effectively and efficiently
  • Collaborate with Access Services leadership to identify training and development needs for functional and operational roles, through job analysis, appraisal, and regular consultation with business managers and human resources departments
  • Create and/or collect training materials for in-house courses, when appropriate
  • Research new technologies and methodologies in workplace learning and present this research to contribute ideas for improvement
  • Establish a cross-functional knowledge team
  • Understand company policy and programs and impacts to Access Service; coordinate with Access Services communication team
  • Provide materials for training programs with a high level of detail orientation; coordinate material purchasing and production, inventory management, data base records, and communications as needed
  • Provide documented training records and results to leadership
  • Provide teams with coaching tools and content review to support training and knowledge transfer
  • Ensure alignment and usage of technology to support learning effectiveness
  • Implement assessments and metrics to evaluate effectiveness
  • Facilitate training on Access Services programs, materials, systems, and processes/procedures
  • Communicate and confirm presenter participation for speaker programs, such as Lunch and Learns
  • Actively manage master folder of program presentations and other materials; identify opportunities for knowledge repository improvement
  • Coordinate meeting room set-up including audiovisual equipment, flip charts, etc.
  • Prepare and distribute follow-up letters and materials to participants
  • Execute training evaluations and provide recap reporting to Access Services Leadership Team
  • As needed, provide coaching, feedback, and refresher training
  • Work closely with the Quality Assurance (QA) team to create resources and training based on trends identified and opportunities identified through the QA evaluation process
  • Maintain document integrity for all assigned content


  • Bachelor’s Degree in Computer Science or Business Management or similar field
  • 5 years minimum experience in Knowledge Management or related field
  • Experience in adult learning principles/competency modeling preferred
  • Needs to be a highly motivated self-starter with the commitment to see projects to their completion
  • Demonstrates creative thinking and a willingness to implement new approaches
  • Possesses excellent organization and interpersonal skills
  • Demonstrates strong presentation and facilitation skills
  • Requires computer expertise in MS Office and business writing skills
  • Successful demonstration of adaptability / flexibility
  • Demonstrated pragmatic thinking: ability to integrate divergent information and develop project plans and actions
  • Excellent organizational skills; detail-orientation, written and verbal communication skills
  • Demonstrated initiative, dependable and flexible in an environment of continuous change
  • Highly motivated individual, willing to accept responsibility and to continuously learn
  • Experience leading class room environment training (preferably in a corporate capacity)
  • Experience using Salesforce, Saba Cloud or similar learning platforms; Experience creating knowledge repositories or administering knowledge platforms;


  • Master’s Degree
  • Supervisory or leadership experience
  • Financial budget management
  • Relevant healthcare/insurance experience with biologics
  • Billing/Coding background in buy and bill as Specialty Pharmacy market
  • Previous experience in other functions within the pharmaceutical, biotech or related industry is preferred, e.g., case management, customer service & operations, etc.

Expected Competencies:

  • Dealing with ambiguity
  • Building effective teams
  • Motivating others; excited about learning
  • Managing without authority
  • Understanding of project management fundamentals
  • Ability to develop strategic plan/vision and execute
  • Analytical thinking and problem solving
  • Effective organizational management
  • Foster proactive quality improvements
  • Strong organizational skills; attention to detail
  • Proficient competency using Word, Excel and PowerPoint
  • Ability to multitask and manage multiple parallel projects

Next Steps -- Apply today!

To be considered for this exciting opportunity, please complete the full application on our website at your earliest convenience -- it is the only way that our Recruiter and Hiring Manager can know that you feel well qualified for this opportunity. If you know someone who would be a great fit, please share this posting with them.

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorisation and employment eligibility verification requirements.

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Glassdoor logo Rated four stars on Glassdoor

Great culture, great work assignments, supportive management. Rotation opportunity within the company. They value inclusion and diversity.