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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Sales / BDGeneral / Operations Management |
| EmploymentType | Full-time |
Coordinate and drive customer-facing Support knowledge creation and improvement efforts across the enterpriseContinuously refine knowledge processes to:identify existing unmet customer knowledge needsanticipate and meet future customer knowledge needsUltimate responsibility for ensuring appropriate level of customer accessible content available via online Customer Support siteRelevancy and accuracy of published knowledgeVolume of published knowledgeMixture of types of published knowledge (solutions, white papers, appnotes, etc)Appropriate tagging of content to ensure successful search behaviorDevelop, track, refine, and publish metrics to measure and compare elements of the various usability and information solutions, ensuring appropriate relevancy, accuracy, and coverageUse knowledge to identify and highlight root causes of supportability issuesBuild/expand KM capabilities across Delivery Support by facilitating user contribution training eventsEnsure closed-loop response process to capture and address customer feedback on all published knowledgeWorking with other Knowledge Managers and stakeholders, drive improvements in usability and information solutions to enhance effectiveness; recommendations should include the full range of systemic solutions, including, but not limited to environment, incentives, coaching, training, people, process, tools, technology, etc.Closely work/align with key stakeholders and technical leads to test, learn, adjust and implement identified solutionsObtain resources, expertise and commitment throughout Delivery Support and beyond to execute on KM solutions/elementsMaintain sufficient level of technical competency to maintain credibility with peers in other organizationsCritical CompetenciesExperience impacting KM results by providing performance improvement expertise and use of skills in instilling confidenceAbility to interact effectively with various levels of the organization on matters concerning KM processes and stakeholder satisfactionTrack record of participation in decision-making with stakeholders; balancing the needs of different constituencies to reach consensusStrong communication skills, ability to exert influence inside & outside of the immediate teamGeneral ability to collaborate with and develop a trusting partnership with all levels of the organizationDesirableExperience working with an enterprise-level knowledge management organization and environmentExperience in deploying Knowledge Centered Service processes,
Keyskills :
css adobe nlinesupport communicationskills customersupport knowledgemanagement contentmanagement