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Sr. Program Manager - Knowledge Management
Required Education and Experience
Applicants must meet one of the following education and experience requirements:
* 8 years of relevant
experience and a Bachelor’s degree with (Marketing, Journalism, Communications,
English, Business Administration, Engineering or Computer Science) or
equivalent or
* 5 years of relevant
experience with a Master’s degree with (Marketing, Journalism, Communications,
English, Business Administration, Engineering or Computer Science) or
equivalent or
*Relative work experience in this field.
Required Skills
* Minimum
of 5 years of experience implementing KCS practices and processes.
* Minimum of 2 years of experience
with Comprehensive understanding of Knowledge Centered Support (KCS)
methodology
* Minimum 2 years of experience with or in B2B technical support environment.
* Minimum 2 years of Project management and change management experience
Desired Skills
* Strong communication
skills (verbal, written & presentation).
* Analytical skills- ability
to build and analyze reports to assess organizational performance in relation
to knowledge KCS Certification preferred.
* Experience with Google Docs, Excel, PowerPoint or relevant presentation
software preferred.
* Experience with Salesforce
Service Cloud, Salesforce Knowledge, and Jive Community implementations for
knowledge workflows and reporting.
*Experience with MS Viso
preferred.
* Program management skills, e.g. organization and planning as well as the ability
to lead or facilitate training.
* Strong relationship building skills, can positively influence peers and
leaders at different levels of the organization.
* Demonstrated drive and
commitment for knowledge management and technical support; ability to
evangelize KCS.
* Self-motivated, directed and passionate about what you do. Strives for
results.
* Experience working within multicultural environment and virtual teams
* Ability to work flexible
hours to connect with key stakeholders in different time zones as needed;
occasional travel.