Knowledge Manager - Video Security & Access Control

$91,520 - $91,520/Yr

SGF Global - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Video Security & Access Control Knowledge Manager will lead the Knowledge Management Team and oversee the Knowledge Centered Services (KCS) program during a parental leave coverage period. This role is crucial for managing knowledge initiatives across various brands and divisions, ensuring effective knowledge management and contributing to the expansion of the KCS program.

Responsibilities

• Manage the Knowledge Team and oversee the KCS Program.
• Support and expand the KCS Program within VSA and across brands, including new acquisitions.
• Develop and implement a quality program for knowledge, establishing a consistent voice and tone for the team.
• Expand the Knowledge Domain Expert (KDE) Program to curate and grow the knowledge base, addressing knowledge gaps and maintaining consistency.
• Direct the evolution of the KCS Coaching Program.
• Expand the approach to analytics and measure the effectiveness of KCS.
• Represent Knowledge, Customer Experience, and Customer Communities across all brands and business expansions.

Requirements

• Bachelor's Degree in any discipline.
• Previous experience required in leading knowledge management teams or KCS programs.
• 2+ years of experience in documentation writing, knowledge base management, or technical content creation/management.
• Experience in leading or managing KCS programs in technical support or call center environments.
• Analytical experience to gather key business and user insights.
• Excellent verbal and written communication skills.

Nice-to-haves

• KCS Practices Certification.
• Understanding of the Salesforce Knowledge Data model.
• Experience establishing effective reporting practices for KCS support organizations.
• Proven track record of implementing SEO best practices for knowledge programs.

Benefits

• Parental leave