Knowledge Management Supervisor

Job Description

The Knowledge Management Supervisor is responsible for the supervision and leadership of the global Knowledge Management operations and team, chartered with the improvement, availability and success of Support related self service content. This includes projects and program development, management, development, oversight and motivation of a global network of Subject Matter Experts who review support content for accuracy, and analyzing customer feedback to drive improvement in the self service site as it related to knowledge base content. In addition the Supervisor will identify, implement, and monitor metrics to track and ensure effectiveness and efficiency of the knowledge management team, its systems, data and processes.

Requirement

• University degree in Computer Science, Information Technology or Business Administration
• Experienced in project management and issue resolution skills
• Understanding of workflow technology and collaborative tools and the understanding of how workflow technologies’ apply to business processes
• Strong written and oral communications skills
• Strong leadership skills and with proven track record of influencing team members and peers
• Interpersonal skills and relationship-building capability with cross functional units, across multiple levels
• Understanding the importance of training, communications, and support processes for Knowledge Management efforts
• Prior work experience in leading and managing Knowledge Management initiatives
• Understanding of web-based or Self-Service technologies and process, and their impact to the organization and its customers
• Ability and willingness to travel.
• Knowledge of Trend Micro products is a plus
• Display the following competencies:
  • Customer-Focused
  • Analytical Ability and problem-solving skills
  • Technical Knowledge (specifically in self-service systems and processes)
  • Understanding Value Creation
  • Influencing with Credibility
  • Improving Work Processes