Overview:

The Support Knowledge Manager (SKM) performs the day-to-day overall management of the Knowledge Management (KM) process. This role ensures that all KM process activities and KM tools/technology are well documented to ensure accurate measures of success.  The SKM is also responsible for ensuring the data within the Knowledge Base (KB) is kept up to date by working directly with the Customer Support engineers and management.  Metric responsibility in this role includes: KB publishing rate, content link rate, content modification rate and re-use of existing content related to Customer Support cases.

Responsibilities:

• Implement Global Customer Support’s Knowledge Management (KM) program and practices
• Design new knowledge distribution policies and executing on deliverables in collaboration with leadership
• Analyze the effectiveness of the new knowledge management programs (KCS) and evaluate tools by observing its usage and evaluate its impact in terms of the organizational benefits
  • Make recommendations, create POC, understand pricing as needed-
• Interacts with the Support team members, managers and customers as needed. Acts as a mediator to answer the questions about KM products and practices
• Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools
• Schedules regular reviews of the knowledge base with cross-functional teams (Support, Community, Product Management, etc) to identify areas that need to be updated/expanded.  This included the use of current products being used and suggested replacements if required
• Development and analysis of reports on metrics related to the KM practices
• Establish automation of customer support KM to ensure knowledge is up-to-date
• Establish quality standards to ensure that knowledge content and design is consistent and searchable
• Work with user learning (UX) and internal Community teams to incorporate knowledge into associate and client education
• Audit existing knowledge content and migrate applicable content to ensure current knowledge is captured
• Create a culture of knowledge collaboration by promoting the vision and shifting support teams to the role of proactive knowledge contributors
• Develop, oversee, and provide support for the customer support Knowledge Management (KM) strategy while providing continual improvement

Qualifications:

• 2-3 years in a technical support role with at least 1 year as a successful Program Manager, Team Lead or Knowledge Base Administrator. 
• A full understanding of KM practices- including creating, reviewing, editing, publishing, retiring knowledge content processes- is required. 
• In-depth understanding of the databases maintained by the organization and current available KM programs
• Expert communications skills and demonstrative planning skills (i.e Six Sigma methodologies)
• Proven ability to explain the value of KM and implement appropriate solutions
• KCS certification v6 strongly preferred
• Ability to maintain constructive working/influencing relationships among differing departments and organizations
• Strong leadership qualities (influence, diplomacy, accountability, communication, etc) in insuring successful implementation(s)
• Demonstrated strong program management skills