Customer & Cloud Operations -Knowledge Manager
Description / Scope of Work
Guidewire Software's Customer and Cloud Operations (CCO) organization is looking for a Knowledge Manager to support our teams use of knowledge processes in providing infrastructure and application support services to our customers globally. These engineers provide support for highly-configurable, complex enterprise, SaaS software applications used in the global insurance industry. This person will support engineers in the U.S, Canada, Japan, Ireland, UK, among other locations.
We're looking for an experienced team member with a track record of successfully leading multiple initiatives concurrently. This person will play a key role in driving our knowledge management program that is based on Knowledge-Centered Service (KCS - an industry best practice). We are looking for a self-starter who is enthusiastic, positive, driven to learn and a team player with the ability to multi-task and quickly adapt to a changing environment. They must bring a combination of good communication and influencing skills, critical thinking, organization, and structured planning abilities to support initiatives within our rapidly expanding Customer & Cloud Operations organization.
Lead continued adoption and evolution of Knowledge-Centered Service (KCS) within the Customer& Cloud Operations (CCO) organization.
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.
Drive development and delivery of KCS methodology training across teams for various products/skill sets with focus on process training.
Contribute to the creation and maintenance of documentation repositories related to knowledge management, case management and support processes.
Provide business requirements for technology changes to support defined processes and best practices.
Introduce or 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
Negotiate and manage competing priorities from cross-functional teams to ensure there is alignment on processes and tools.
Maintain the overall integrity and coherence of assigned projects including maintaining focus, enthusiasm, and project momentum.
Communicate clearly and succinctly, both verbally and in writing, to stakeholders and cross functional teams on plans, goals, and status.
Visit teams in other Guidewire offices including our headquarters in San Mateo, California in the United States as needed.
In addition to these duties and responsibilities employees are required to carry out such other duties as may be reasonably required.
Minimum two (2) years experience in knowledge management with demonstrated success on complex initiatives in a cross functional capacity across local or remote teams.
Minimum three (3) years previous experience working in a technical support or customer support
Understanding of the processes, procedures, and expectations of a technical support or customer support operation.
BS or MS in Computer Science, Information Systems or related technical area.
Fluent English, written and spoken
Excellent verbal, written and presentation skills with demonstrated ability to create/document processes and procedures that are concise and easy to understand
Previous experience with complex enterprise application software
Strong organizational and project management skills and excellent attention to detail and processes.
Experience using Microsoft Office Suite particularly Excel, PowerPoint, Word, Project and Visio.
Demonstrated problem-solving and collaboration skills, including understanding and management of interdependencies between cross functional teams.
Proven ability to influence and build relationships with "on the ground" resources and management roles
Able to work independently and make progress in ambiguous situations with varying levels of uncertainty.
KCS v6 Practices Certification or experience with KCS.
Working knowledge of Jira or other ticketing systems
ITIL Foundational Level certification
Experience managing SaaS products or Cloud Technology
Proficiency with any of the following software tools: ServiceNow, Confluence, JIRA, eLearning (ex: Saba or WalkMe)
Project Management Professional (PMP) certification or other related certification.