Knowledge Manager, Global Support

Employment Type

: Full-Time

Industry

: Miscellaneous



Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we're committed to our work, customers, having fun and most importantly to each other's success. Learn more about Splunk careers and how you can become a part of our journey!RoleThe Knowledge Manager is responsible for building out the knowledge strategy for the Global Support organization at Splunk in order to position our team for future growth and success. This includes our internal knowledge base as well as the development of customer facing content utilizing Knowledge-Centered Service (KCS®). In this role you will be focused on developing and implementing knowledge management strategies and tools which will reduce the number of cases coming into the support team as well as improving our new hire onboarding and reducing overall employee ramp time. We're looking for someone with an experienced track record of successfully leading knowledge management programs in a fast-paced Support environment.This role presents an excellent opportunity for you to play a key role and establish yourself in an exciting, growing and disruptive enterprise technology company. This is a high-energy position in a global company that requires someone who is quick to pick up new skills, and can work well with colleagues and customers around the world. This role can be done remotely, however you should be able to work U.S. hours.Responsibilities* Implement and drive adoption and evolution of Knowledge-Centered Service (KCS®) within the Support organization* Design, implement and maintain internal and customer-facing knowledge base* Leverage knowledge created by the Support team ensuring the knowledge is consumable, indexed and tagged for search efficiency* Drive definition, implementation, improvement of our knowledge management practices based on KCS to maintain overall knowledge quality (findability, usability, timeliness)* Develop expertise of our knowledge and case management processes and tools* Development and delivery of KCS methodology training across teams for various products/skillsets with a focus on process training* Contribute to the creation and maintenance of documentation repositories related to knowledge management and supporting processes* Provide KM thought leadership gained through projects, research and benchmarking activities for both internal and external opportunities* Manage tools, metrics and reporting needed to perform program oversight and governance* Maintenance of core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan* Partner with other Support and Customer Success teams to ensure effective cross-functional knowledge managementRequirements* 3-5 years experience leading a knowledge management program* 3+ years Customer Support or Operations experience, or similar technical field, preferably in a global organization* Ability to travel up to 25% of the time* Thorough understanding of knowledge management practices, including executing a knowledge management strategy and roadmap* Strong knowledge of KCS methodology and processes* Experience using knowledge management platforms/technologies* Experience with change management and leading teams through the adoption of new approaches* Excels at cross-functional collaboration* Flexible and adaptable to changing demands based upon the needs of the business* Able to work independently, establish priorities and demonstrate good judgment skills* Able to handle multiple, concurrent projects and perform well under pressure* Strong written and oral communication skills* Experience with Splunk Enterprise or Splunk Cloud is a plusWe value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

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