The PEAK team is seeking a Knowledge Coordinator to join our team. This role involves collaborating with experts to develop articles, guides, and comprehensive documentation for products and services. You will report to the Performance, Education, and Knowledge (PEAK) team within the global Customer Experience (CX) organization.
Key Responsibilities:
Stakeholder Consultation: Work with key stakeholders to provide expertise on how knowledge and community initiatives can drive and deliver business outcomes and help with user issues.
Support Knowledge Management Initiatives: Assist in implementing and supporting knowledge management strategies that drive engagement, self-service, and mindshare.
Stakeholder Consultation: Work with key stakeholders to provide expertise on how knowledge and community initiatives can drive and deliver business outcomes and help with user issues.
Project Support: Assist in the alignment of projects and programs to ensure organizational goals are executed with excellence and on time.
Collaboration: Collaborate with other documentation teams to further best practices, find alignment and partnership opportunities, and drive an integrated approach to knowledge management.
Opportunity Identification: Support in identifying and prioritizing new opportunities that drive scale, innovation, and results.
Team Support: Provide support and assistance to team members and contribute to leadership development initiatives across the organization.
Knowledge Center Services (KCS) Program: Support the implementation and adoption of the KCS program, ensuring alignment with organizational objectives.
Frontline Support: Provide user access support, manage issue intake and triage, and resolve user issues promptly.
Change Management: Collaborate with the Organizational Change Management (OCM) team to ensure smooth transitions and effective communication during system and process updates.
Process Documentation: Document and maintain comprehensive records of KM processes and procedures to ensure consistency and efficiency.
Preferred Qualifications:
Experience with Confluence/Jira, Google Suite, and Smartsheet.
Experience with ServiceNow, Heretto CCMS, and Zoomin CDP.
Background in networking/data storage.
Experience with Knowledge-Centered Services (KCS).
Experience with Darwin Information Typing Architecture (DITA).
Education:
Bachelor's degree or equivalent in writing, content creation, or communication.
Experience:
Minimum 2+ years of experience in knowledge management, learning, and/or relevant enablement organization.
Previous experience working in a technical and/or customer support organization is a strong plus.
Experience with document formatting tools like WYSIWYG, HTML, and DITA.
Proficiency with KCS environments and methodology
Strong project management and time management skills.
Ability to work independently and as part of a team.