Overview

KNOWLEDGE MANAGER

THE KNOWLEDGE MANAGER is a key role within the Customer Support organization. This role will be responsible for strategic development and day-to-day management, of the Knowledge Management system and processes. THE KNOWLEDGE MANAGER will establish innovative methods of knowledge collection and dissemination to internal and external customers and partners

MAIN DUTIES

  • Develop an effective and repeatable, Information Technology Infrastructure Library and Knowledge Centered Support standards-based Knowledge Management process
  • Facilitate cross-functional Knowledge Management process coordination with stakeholders from Customer Support, Product Management, Engineering, Marketing, Tech Pubs, and Operations
  • Establish internal and cross-functional processes and systems to drive the reduction of incident resolution time and customer effort
  • Establish authoring, maintenance and lifecycle for KB content
  • Maintain metrics-driven process to help measure customer satisfaction and ROI for Knowledge Management and CRM systems
  • Communicate issue status and progress to internal and external parties

DESIRED SKILLS & EXPERIENCE

  • 8+ years in support, backline support, and or knowledge management
  • Related BA/BS or advanced degree preferred
  • Knowledge Centered Support certified
  • ITIL certification is a plus
  • Has proven experience with knowledge management and social collaboration systems (such as Consona Inquira and Salesforce.com knowledge)
  • Has both technical and functional expertise with CRM systems (salesforce preferred)
  • Has excellent communications skills, including verbal, written and presentation skills with the ability to write complex developer-level issues in a way that is clear, simple, and easy to understand.
  • Has experience leading consistent knowledge base article process and workflow development with global Customer Support, engineering, Technical Publications, product management and Training organizations
  • Quickly understands the business issues and data challenges of global Customer Support organizations
  • Has experience reviewing and editing requirements, specifications, business processes and recommendations related to proposed solutions
  • Has experience developing business and functional specifications
  • Has led the implementation of a technical support application/tool or CRM system
  • Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure…), Hypervisors (VMware, Hyper-V…)
  • Proven ability to partner successfully with multiple teams and customers outside their direct influence
  • Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users to build effect relationships and teamwork
  • Able to travel to other locations on occasion

RECRUITER NOTES The Knowledge Manager will help build an entire CRM/Knowledge-base from scratch for Technical Engineers that support customers on a global level.  Knowledge Centered Service (KCS) experience is really a must have for this team.  They know that having a strong knowledge-base and effect service delivery is really the KEY asset to the success of their organization.  The culture is super relaxed and collaborative.  Unsure if this person will report to a Sr Manager in CA or someone local, but the opportunities for this position are truly endless.  Immediate Need!  Direct Placement with amazing benefits, stock options, etc.