We're looking for an experienced team member with a track record of successfully leading multiple initiatives concurrently. This person will have the exciting opportunity to drive our knowledge management program based on Knowledge-Centered Service (KCS® - an industry best practice). We are looking for a self-starter who is enthusiastic, positive, and driven to learn. They must also be team players with the ability to multitask and quickly adapt to a changing environment. They must bring good communication and influencing skills, critical thinking, organization, and structured planning abilities.
This is a contract role (potentially contract to hire)
Key Responsibilities
- Lead continued adoption and evolution of Knowledge-Centered Service (KCS®) practices.
- Drive defining, implementing, and enhancing our knowledge management practices based on KCS.
- Your efforts will directly contribute to maintaining the overall quality of our knowledge, ensuring its findability, usability, and content health.
- Introduce or manage tools, metrics, and reporting needed for program oversight and governance. Develop expertise in our knowledge and case management processes and tools.
- Drive development and delivery of KCS methodology training across teams for various products/skill sets, focusing on process training.
- Contribute to creating and maintaining documentation repositories related to knowledge management, case management, and support processes.
- Provide business requirements for technology changes to support defined processes and best practices.
- Maintenance of core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan
- Negotiate and manage competing priorities from cross-functional teams to ensure alignment on processes and tools.
- Maintain the integrity and coherence of assigned projects, including maintaining focus, enthusiasm, and project momentum.
- Communicate clearly and succinctly, both verbally and in writing, to stakeholders and cross-functional teams about plans, goals, and status.
- In addition to these duties and responsibilities, employees must carry out other duties as reasonably required.
Required skills/Experience
- Minimum of two (2) years of experience in knowledge management with demonstrated success in complex initiatives in a cross-functional capacity across local or remote teams
- KCS v6 Practices Certification or experience with KCS
- Understanding of the processes, procedures, and expectations of a technical support or customer support operation
- BS or MS in Computer Science, Information Systems, or a related technical area
- Fluent in English, written and spoken
- Excellent verbal, written, and presentation skills with demonstrated ability to create/document processes and procedures that are concise and easy to understand
- Previous experience with complex enterprise application software
- Strong organizational and project management skills and excellent attention to detail and processes
- Experience using Google Suite, particularly Excel, PowerPoint, Word, Project, and Visio
- Demonstrated problem-solving and collaboration skills, including understanding and management of interdependencies between cross-functional teams
- Proven ability to influence and build relationships with “on the ground” resources and management roles
- Able to work independently and make progress in ambiguous situations with varying levels of uncertainty
Desired skills/Experience
- Minimum three (3) years of previous experience working in a technical support or customer support operation
- Working knowledge of Salesforce knowledge management practices
- Working knowledge of Jira or other ticketing systems
- ITIL Foundational Level certification
- Experience managing SaaS products or Cloud Technology
- Proficiency with any software tools: Highspot, ServiceNow, Confluence, JIRA, eLearning (e.g., Articulate, Saba, Lessonly, etc.)
- Project Management Professional (PMP) certification or other related certification