Job Summary
A company is looking for a Support Knowledge Manager to establish and lead the Knowledge Management program within the Technical Support organization.
Key Responsibilities
- Develop and implement a comprehensive Knowledge Management strategy aligned with departmental and company goals
- Oversee the knowledge content lifecycle, ensuring quality and relevance for both internal and external use
- Collaborate with cross-functional teams to enhance customer self-service capabilities and optimize knowledge content for AI integration
Required Qualifications
- 3+ years of experience in developing and managing knowledge management programs in customer-facing technical teams
- Active KCS v6 Practices Certification with a strong understanding of KCS principles
- Deep knowledge of knowledge management best practices and content lifecycle management
- Solid understanding of technical support operations and enterprise software concepts
- Experience with KM tools like ServiceNow, Salesforce, or Confluence, and familiarity with AI integration in KM
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