JOB DETAILS:
As Knowledge Manager you will be responsible for creating and maintaining articles, Users, Rules, Workflow and approval processes. Initially it is the task of the Knowledge manager to set up the knowledge base and integrate the functionality into the global company's business organisation and operation for internal and external users. In-depth understanding of best practice processes and policies will be crucial to making this role successful.
You will be part of the Operational Support Team for the Central/Global Customer Support Operation. You will be expected to “recruit” a Knowledge Management Team from across the organisation and the team will be will be matrix managed and made up of members from all relevant functions and locales within company globally.
As Knowledge Manager you will be required to educate and train all relevant users of the functionalities provided by and requested of Salesforce knowledge.
Key tasks and responsibilities:
- Design and Plan the Knowledge Base.
- Leverage the Knowledge base for self service and product improvement.
- Plan the implementation of Salesforce Knowledge in and accross the company's business.
- Educate company in Salesforce Knowledge features and terminology.
- Advise customer facing process (Customer Self Service / Portals) on use of Salseforce knowledge.
- Create and save a new articles and manage the quality and visbilty of said articles.
- Create Salesforce Knowledge users and Roles.
- Set up data categories for classifying articles.
- Setup case users to find, create, and send articles.
- Enable Salesforce Knowledge in the Customer Portal.
- Enable Salesforce Knowledge in the partner portal / create a partner portal.
- Import existing content into Salesforce Knowledge.
- Define and assign Editors, Translators, Reviewers, Approvers, Publishers and collaborators as needed.
- Publish to one or more channels, Configure audiences and publication schedules.
- Provide superior leadership, guidance and specialized knowledge to the Operational Support Team and champion the key accountabilities and business operational strategies.
- Work with Head of Services/Centre Support Manager and senior management team to deliver best in class customer support performance aligning to the strategic direction of company.
- Comply with company's information and Security Requirements and all Company business procedures, policies and ISO/BS standards.
JOB REQUIREMENTS:
Skills and experience:
- Articulate in written and verbal skills.
- Must display a balance between completeness and usability/brevity.
- Ability to capture customer perspective and search using customer language.
- Proficient in Keyword searching and Boolean commands.
- Able to create Queries, looking for criteria fit, date range, created by, status.
- Identify and write good content structure, In the context (vocabulary) of a target audience
- Exceptional organisational awareness with a developed internal network and will be confident interacting with numerous departments to deliver results for the business.
- Effective relationship building – respecting and involving others – encouraging teamwork.
- A strong driver of teams and an inspirational team leader, with a proven track record of building high performance teams.
- Strategic thinker with ability to transform into executable plans and tactics to drive continuous high growth.
- Effective analysis, problem solving and decision making skills with good attention to detail.
- Previous experience in a a Knowledge Management role.
- Salesforce Knowledge configuration and developer experience.
- Experience in having managed projects and project teams in an Customer facing support centre function is highly desirable.
- Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders.
- Demonstrated experience in leading and managing complex projects that are strategic in nature and national in scope.
- Experience in a matrix management organization is preferred.
- Experience in setting up best practices and processes.
- 4+ years of experience in Support or Integration leadership roles is preferred.
Personality:
- Thrive on change.
- Self-motivated with an enthusiastic can-do attitude.
- Presence and credibility with strong influencing and negotiation skills.
- Passionate about technology and people.
- Constantly demonstrates a sense of urgency and ability to adapt to changing environments.
If you would like to participate in this recruitment process, please send your resume in English.