Job Description
JOB DESCRIPTION
The Business Architecture and Strategy Execution (BASE) Team within the Global Customer Support Organization is looking for an experienced Knowledge Manager that will develop the knowledge strategy for the Global Customer Support organization in order to position the business 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 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.
YOUR IMPACT ● Implement and drive adoption and evolution of Knowledge-Centered Service (KCS®) within the Support organization ● Development and delivery of KCS methodology training across teams for various products/skillsets with a focus on process training ● Design, implement and maintain internal and customer-facing knowledge base processes and help build a true knowledge centered Support Organization ● Provide thought leadership gained through projects, research and benchmarking activities for both internal and external opportunities related to Knowledge Management ● Plan, develop, stand up, support, and promote collaborative tools and techniques such as Communities of practice to facilitate sharing of ideas and work among internal teams and our partner community ● 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 ● Contribute to the creation and maintenance of documentation repositories related to knowledge management and supporting processes ● 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 management
Qualifications
YOUR EXPERIENCE ● 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 ● 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 ● Understands and thrives in a dynamic environment; remains flexible and calm in the face of uncertainty ● Good appreciation of customer needs at both operational and strategic levels ● Experience in data analysis, root cause analysis, problem solving and analytical thinking capabilities ● An expert in communicating and collaborating with cross-functional team members to achieve goals; contributes positively to the team and organization ● Self-motivated, independent and proactive with demonstrated creative and critical thinking capabilities ● Self-starter who enjoys problem-solving with little direct supervision while demonstrating an ability to learn quickly ● Solid understanding of Cybersecurity Techno ● Ability to travel up to 25% of the time (Pandemic permitting)
Additional Information
This position will report to the Senior Manager, Learning & Development in the Business Architecture and Strategy Team.
THE TEAM The Business Architecture & Strategy Execution Team is a small but highly influential function residing within the Global Customer Support Organization that is responsible for the Development and Ideation of the Global Support Strategy. In addition to being the centralized intake for all enhancements, we also provide support delivery solutions architecture and strategic execution of projects/enhancements as they relate to the ongoing needs of Customer Support. Lastly, the team is also responsible for all Learning & Development within the Organization.
OUR COMMITMENT We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. To learn more about our culture and dedication to inclusion and innovation, visit our careers page.
Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
Additionally, we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or an accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.
All your information will be kept confidential according to EEO guidelines.