IT Program Manager II - SGF Global

Description:
JOB TITLE: Video Security & Access Control Knowledge Manager

*** Fixed Video provides trusted security solutions to the global market. This division of *** comprises the Pelco and Avigilon brands. Together, they design, develop, and manufacture video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Our solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.

Position Overview:

*** Fixed Video is seeking a motivated Manager to lead our Knowledge Management Team and the Knowledge Centered Services (KCS) program. This is a full-time position.

Manage our established VSA KCS Program and team for parental leave coverage, approximately 50 weeks.

Responsibilities:

Manage the Knowledge Team and KCS Program.
Support and expand the KCS Program in VSA and across brands, including new acquisitions.
Develop a quality program for knowledge and establish a consistent voice & tone approach for the team.
Expand our Knowledge Domain Expert (KDE) Program to ensure our knowledge base is curated and grows, filling knowledge gaps and ensuring consistency.
Direct the evolution the KCS Coaching Program.
Expand our approach to analytics & how we measure effectiveness of KCS.
Act as a representative of Knowledge, Customer Experience, and Customer Communities across all brands and expansions.


Preferred Skills and Experience:
Experience in leading with a collaborative and team-oriented approach that promotes cooperation and inspires others to join.
Ability to manage teams while navigating priorities and meeting deadlines.
Quick learner who is detail-oriented, analytical, and highly organized with the ability to multitask effectively.
Experienced in analytics, gathering key business and user insights.
Project or program management experience.
Skilled with Salesforce Knowledge, Service, and Experience Clouds.
Experience working with agile teams.

Qualifications:

Bachelor Degree under any discipline
Previous experience required
Experienced manager, preferably of knowledge management teams.
2 years experience in documentation writing, knowledge base management or technical content creation/management.
Previous leadership or management of KCS programs in technical support or call center environments.
Analytical experience to gather key business and user insights.
Excellent verbal and written communication skills.
Your competitive advantages
KCS Practices Certification.
Understanding of the Salesforce Knowledge Data model.
Experience establishing effective reporting practices for KCS support organizations.
Track record of implementing SEO best practices for knowledge programs.



NOTES:

Do you have any time off planned during the Hiring process? If so, do you have anyone designated to do interviews on your behalf. No


Assignment duration: 10 months

Onsite or 100% remote or temporally remote due offices being closed to COVID or Hybrid(Provide The percentage of Onsite and remote)
100% remote/ PST candidates only!!!

Work Schedule:
Flexible start/finish, overlap of core hours 8AM-1PM PST


Will this resource work any OT?
No

Temp to hire or Temp only:
TBD
NTE BILL RATE:

If Temp to hire, what is the FTE salary range:

80-120K based on experience

If Temp to hire. Does this position require a degree? Hiring Managers should check with HR if they are not sure.
Yes

Are there any additional security checks required?

Does the position support a customer that requires the resource to be a US citizen? Please provide the language in the agreement.
No

Will this resource drive a *** vehicle? *** hosted vehicle (Like a rental car or van that is under *** name)?
No

Will this resource travel?
Very little if at all

Does travel involve driving more than 30%?
No

Will this resource drive a *** vehicle? *** hosted vehicle (Like a rental car or van that is under *** name)?
No

Provide the type of work environment:
Remote/work from home office. Program management with many remote meetings, requires camera on

Will there be any lifting? If so, how many pounds?
No

Provide any safety equipment needed:
No

Does this position require safety-sensitive functions Hiring Manager should check with HR if they are not sure.
No

How long will the training be for this resource before they are expected to work independently:
3-4 week overlap with current manager leaving on parental leave

Interview Information (How many interviews, type of interviews and any interview arrival instructions for onsite and if google meet do they require the candidates need to have camera on):
100% camera on, phone screen by recruiter before on camera interview

What s your department s function within the company?
Manage the Knowledge Management program for support using the KCS methodology. Experience managing a KCS Program is essential for this role.

What relationship does this role have to other lines of business within the organization?
Regular collaboration will be required with our Technical Support, Digital Experience, Operations, Data Science, IT and Salesforce teams

What s the structure of your current team and who will your new hire report to? Will your new hire have any direct reports?
Reporting to me, 3 direct reports

What are the main responsibilities that your new hire will have?
See job description 2024-03 Job Description: Knowledge Management Specialist

What are the top three contributions this new hire will make to the company within their first 90 or 120 days?
Quick learner to take on the management and approach of our program and providing business continuity with reporting and team goals

What qualifications are must-haves for candidates? (e.g. X technical skills, experience with Y projects, Z certification or license)
See job description 2024-03 Job Description: Knowledge Management Specialist

What would be some nice-to-have skills for candidates and why? (e.g. experience in retail, familiarity with X programming language)
See job description 2024-03 Job Description: Knowledge Management Specialist

Is it necessary for candidates to have industry experience for this role? Why or why not?
100% necessary - see job description 2024-03 Job Description: Knowledge Management Specialist

What software should your new hire be proficient in?
See job description 2024-03 Job Description: Knowledge Management Specialist

Job Category:
IT