Overview
Knowledge Management Specialist Jobs in Mississippi at Motorola Solutions
Company Overview
At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.
Department Overview
The Global Customer Care and Delivery Operations Standards Office (DOSO) focuses on providing exceptional customer satisfaction and operational performance through agent and engineer engagement.
Job Description
The Knowledge Specialist will provide continued support with the CMSO Global Knowledge Management team. The Knowledge Specialist champions organization-wide knowledge sharing by monitoring, analyzing, actoning, and sharing knowledge and information in a Managed Service environment. This position assists in executing the application of policies, processes, and technologies to ensure information is systematically produced, organized, and made accessible in a timely, relevant, and accurate manner.
Primary Responsibilities:
Process-
Implements Knowledge Management processes
Partners with support coaches and Customer Success to ensure customers and support are aware of knowledge articles and knowledge processes
Updates knowledge bases, while training local KM champions to manage and update local knowledge bases
Works with managers and staff to identify and fill gaps in documentation
Maintenance-
Partners with support leads and Subject Matter Experts (SMEs) to ensure processes are followed
Tracks usage of knowledge articles and publishes metrics
Interfaces with internal organizations and customers to ensure alignment of delivery. This may include:
Engineering
Product development
Training – Train users in searching, utilizing, and managing articles within the knowledge base
Encourages employees to spread knowledge efficiently, which will reduce the need to recreate knowledge
Analyzes user search behavior to identify potential gaps
Tracks the effectiveness of self-help articles in the knowledge base and identifies gaps
Partners with managers and business leaders to determine knowledge management needs within teams
Develops materials, ensures all requisite documentation is collected, and monitors knowledge sharing effectiveness
Migrate, audit, retire, and publish knowledge from disparate sources; bringing teams into alignment with CMSO Strategy
Sharing –
Trains users (Motorolans, Partners and Customer) on the knowledge program, taking feedback back to process and development teams for future requirements
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Basic Requirements
High School diploma or equivalency
2+ years of Customer Support experience
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements
Under 10%
Relocation…
Title: Knowledge Management Specialist
Company: Motorola Solutions
Location: Mississippi
Category:
