Knowledge Management Specialist

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Job Description

The Knowledge Specialist will provide continued support with the CMSO Global Knowledge Management team. The Knowledge Specialist champions organization-wide knowledge sharing by monitoring, analyzing, actoning, and sharing knowledge and information in a Managed Service environment. This position assists in executing the application of policies, processes, and technologies to ensure information is systematically produced, organized, and made accessible in a timely, relevant, and accurate manner.

Primary Responsibilities:

Process-

• Implements Knowledge Management processes

• Partners with support coaches and Customer Success to ensure customers and support are aware of knowledge articles and knowledge processes

• Updates knowledge bases, while training local KM champions to manage and update local knowledge bases

• Works with managers and staff to identify and fill gaps in documentation

Maintenance-

• Partners with support leads and Subject Matter Experts (SMEs) to ensure processes are followed

• Tracks usage of knowledge articles and publishes metrics

• Interfaces with internal organizations and customers to ensure alignment of delivery. This may include:

  • Engineering

  • Product development

  • Training - Train users in searching, utilizing, and managing articles within the knowledge base

• Encourages employees to spread knowledge efficiently, which will reduce the need to recreate knowledge

• Analyzes user search behavior to identify potential gaps

• Tracks the effectiveness of self-help articles in the knowledge base and identifies gaps

• Partners with managers and business leaders to determine knowledge management needs within teams

• Develops materials, ensures all requisite documentation is collected, and monitors knowledge sharing effectiveness

• Migrate, audit, retire, and publish knowledge from disparate sources; bringing teams into alignment with CMSO Strategy

Sharing -

• Trains users (Motorolans, Partners and Customer) on the knowledge program, taking feedback back to process and development teams for future requirements

Basic Requirements

• High School diploma or equivalency
• 2+ years of Customer Support experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].