Matt Henry

Knowledge Management leader with 20+ years of experience owning and governing enterprise Knowledge Management processes within ITSM organizations. Proven success implementing Knowledge-Centered Service (KCS), developing governance frameworks, improving knowledge reuse, optimizing ServiceNow knowledge platforms, and driving measurable improvements in service delivery. Experienced in Knowledge Management strategy, knowledge lifecycle management, stakeholder engagement, training, process governance, KPI reporting, and continuous improvement within complex healthcare environments.

Process Manager – Knowledge Management - Trinity Health - Newtown Square, PA

(2012-01)

• Defined, governed, and continuously improved enterprise Knowledge Management processes aligned with ITSM best practices.
• Directed enterprise adoption of Knowledge-Centered Service (KCS), establishing standards for knowledge creation, validation, publishing, and retirement.
• Developed Knowledge Management strategies supporting business and IT objectives while promoting a culture of knowledge sharing and continuous learning.
• Led a major ServiceNow knowledge transformation initiative, migrating more than 18,000 legacy articles and improving content quality, search effectiveness, and user experience.
• Established and led the Knowledge Librarian program, providing governance and oversight for more than 1,000 knowledge contributors.
• Partnered with Service Desk, Incident, Problem, and Change Management teams to improve knowledge capture, reuse, and operational effectiveness.
• Developed and delivered KCS training and awareness programs supporting more than 100 Service Desk analysts.
• Implemented reporting and KPI dashboards measuring knowledge utilization, content quality, feedback resolution, and support outcomes.
• Improved knowledge utilization from 82.95% to 86.90% and increased First Level Resolution from 74.73% to 77.60%.
• Drove continuous improvement initiatives resulting in resolution of nearly 1,800 article feedback requests and retirement of more than 3,200 obsolete knowledge assets.

Change Management Project Lead - MARS Incorporated - West Chester, PA

(2010-01 - 2011-12)

• Led change planning and governance activities supporting a global SAP HR transformation.
• Partnered with stakeholders to improve organizational readiness, adoption, and process effectiveness.
• Developed communications, training plans, and governance processes supporting successful change implementation.

Knowledge & Process Management - Pfizer (formerly Wyeth) - Malvern, PA

(2003-01 - 2010-12)

• Managed global Knowledge Management processes supporting enterprise IT support organizations.
• Developed and maintained knowledge resources, documentation standards, and support content.
• Led adoption and continuous improvement initiatives that increased utilization and effectiveness of enterprise knowledge assets.

Bachelor of Arts - Political Science - Elizabethtown College

Network Technology Program - Computer Learning Centers, Inc.