Specific Responsibilities

The Webex Knowledge Base (KB) Operations Specialist is responsible for authoring, reviewing and performing general maintenance and related projects on the WebEx Technical Support internal and customer facing Knowledge Base. The Knowledge Base Operations Specialist will provide coaching, Training and feedback using the Knowledge Centered Support methodology. The position acts as an evangelist to drive KB awareness, adoption, and content standards while assisting with KB readiness projects and content. In addition, The Knowledge Base Operations Specialist will utilize customer feedback for content gap analysis to identify, update, or create key articles, while providing guidance/reporting on potential product improvements back to the Product teams.

The KB Ops Project Specialist will perform general maintenance on TS KB content as an ongoing project. This includes the review, updating, and EOL of expired articles & published content. Regular review of articles with comments or tasks left by other KB users will be necessary as well as tracking customer feedback. The Knowledge Base Operations Specialist will work closely with the KB Project Manager, receiving projects and tasks based on NPI releases and priorities.

The ideal candidate will have excellent written communication and grammar skills along with an extensive knowledge of the authoring tools (Knowledge Center and iView). This includes query/duplicate content search features, and a solid understanding of the search process including how the KB weights queries. Prior experience managing small projects or related tasks is a plus.

Core responsibilities:

?Represent KB needs and requirements for NPI or readiness projects as assigned
?Author content for new product releases and upgrades.
?Author content submitted via email, direct request, or in response to changes discussed in support readiness.
?Query Suggested / Draft queues for duplicate content and merge, delete or archive as needed.
?Work cross-functionally to assign, track and follow-up on Tech Review articles
?Complete content review with adherence to KB guidelines and content governance
?Review articles in the published queue - update or archive content as needed.
?Attend department and cross-department meetings to stay up to speed with new products, integrations & upgrades.
?Provide guidance, and coaching globally to improve awareness and adoption of the KCS methodology
?Tracks and facilitates actions and deliverables and closely manages to target dates to ensure consistent attainment of project goals

?Must have excellent verbal and written skills combined with strong interpersonal communication skills to be considered
?Proficiency in Microsoft Office Products: Project, Excel, Word and PowerPoint.
?Engage external departments as required to complete tasks, and validate content, evangelize KB
?Other duties as required
?Knowledge management experience
?Evangelist for knowledge base

This position must reside in Rancho Cordova, CA.

Knowledge, Experience and Skills

Experienced - Non Manager