Knowledge Management, Program Manager
The Knowledge Management team at VMware Tanzu support is tasked with implementing a world class Knowledge Management Practice that enables the effective sharing of Knowledge with our Customers and Support professionals globally.
The successful candidate will be responsible for the implementation of our Knowledge Management strategy through identification, implementation and adoption of KM best practices and technologies.
Job Responsibilities & Requirements :
Implementation of Knowledge Centred Service (KCS) across VMware Tanzu support.
Development and evolution of KM infrastructure and reporting platforms.
End user support with Knowledgebase, Support Community and other related platforms.
Content Health Management (Knowledgebase, articles Community, Education)
Content Gap analysis and Search Relevancy tuning with tools. such as Coveo.
Design & Evolve Knowledge related education curriculum.
Collaborate with various stakeholders to guide KM roadmap, platform design and usability for customers and our support professionals.
Gather and share insights from knowledge captured in reactive events to drive proactive support interventions.
Host ongoing meetings with stakeholders to communicate program status & outcomes.
Work with VMware Tanzu’s Product readiness team to maintain product taxonomy, search indexing and enhance search relevancy.
Desirable Skills and Experience :
Knowledge of Knowledge Centred Service (KCS)
3-4 years’ experience in content management.
Knowledge of Salesforce Lightning / Salesforce Knowledge platforms.
Familiar with intelligent Search technologies such as Coveo.
Knowledge of Analytics and Reporting tools such as Tableau.
Strong aptitude for learning new technologies and understanding how to utilize them in developing and evolving our knowledge management strategy.
Self-starter, taking initiative and requiring minimal supervision.
Logical approach to problem solving.
Experience in PowerPoint, Word, Excel etc
Excellent written and oral communication skills
Knowledge of Cloud computing technology an advantage.
Bachelors Degree or equivalent, preferably in an IT related discipline.
KCS V6 Certification an advantage.
Salesforce Certifications an advantage.
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Category : Business Strategy and Operations
Subcategory : Business Operations Analyst
Experience : Manager and Professional
Full Time / Part Time : Full Time
Posted Date : 2021-07-21