Susan Stewart

Experience

1. Director, Tso Knowledge Management

   Pegasystems

   Apr 2002 — Present · Cambridge, MA, US

   Manage all aspects of internal information for the Pega TSO division, defining and driving the strategy, processes, and content relating to TSO’s internal information. Refine and finalize the TSO Knowledge Management (KM) strategy to ensure alignment with Pega’s strategic objectives. Maintain high-quality, up-to-date, and searchable content. Ensure that KM is firmly embedded in the TSO groups’ business processes. Establish guidelines to ensure a high level of quality and detail. Work closely with key stakeholders from other divisions and field offices in Pega, including Product Engineering, Legal, Partners, Marketing, and Pega Academy to advance the creation, organization, and dissemination of Pega technical knowledge to improve program, technical, and operational effectiveness and efficiency. Analyze and report on the adoption and effectiveness of TSO’s documentation and knowledge management. Act as a champion for organization-wide data collection, knowledge sharing, and systemic learning, so that pertinent information and experiences are shared internally, and as appropriate, externally with clients, partners, and stakeholders. Aggregate all internal TSO documentation into Pega’s internal website, and create an architecture which provides the appropriate knowledge to the audience role. Collaborate with IT and other internal organizations to help select tools that meet the needs of the TSO organizations. Enable continual collaboration across all Pega’s divisions for product/services information, to eliminate silos and create One Pega, both for internal Pega employees and partners & clients.

Education

• Bentley University

  B.S., Management

  1989

Skills

• Quality Assurance
• Technical Writing
• Html
• Information Architecture
• Team Leadership
• Software Documentation
• Social Media
• Program Management
• Online Help
• Training
• Testing
• Enterprise Software
• Project Planning
• Analysis
• Agile Methodologies
• Technical Documentation
• Team Building
• Software Development
• Leadership
• Databases
• Windows
• Project Management
• Framemaker
• Cross-Functional Team Leadership
• User Experience
• Sql
• Visio
• Saas