IT Program Manager II - Remote at Viva USA Inc.
Chicago, IL 60604
About the Job
Title: IT Program Manager II - Remote
Mandatory skills:
knowledge management, knowledge base management,
KCS, KCS Program, Knowledge Domain Expert, KDE,
Salesforce, Cloud, Agile,
Video Security and Access Control,
Project management, program management,
technical content creation, content management, technical support, call center, brands, expansion, quality program.
Description:
Video Security & Access Control Knowledge Manager
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:
100% remote/ PST candidates only
Knowledge Management Specialist
VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at hr@viva-it.com for any complaints, comments and suggestions.
Contact Details :
Account co-ordinator: Sridharan M, Phone No : (847) 786-5497 ext :292, Email: staffing10@viva-it.com
VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
staffing10@viva-it.com | http://www.viva-it.com
Mandatory skills:
knowledge management, knowledge base management,
KCS, KCS Program, Knowledge Domain Expert, KDE,
Salesforce, Cloud, Agile,
Video Security and Access Control,
Project management, program management,
technical content creation, content management, technical support, call center, brands, expansion, quality program.
Description:
Video Security & Access Control Knowledge Manager
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:
100% remote/ PST candidates only
Knowledge Management Specialist
VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at hr@viva-it.com for any complaints, comments and suggestions.
Contact Details :
Account co-ordinator: Sridharan M, Phone No : (847) 786-5497 ext :292, Email: staffing10@viva-it.com
VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
staffing10@viva-it.com | http://www.viva-it.com
Salary
65 - 70 /hour
