Knowledge Architect

SHOULD YOU ACCEPT THIS CHALLENGE…

We're looking for a Knowledge Architect who is customer-obsessed and driven to innovate as we build and transform how we educate and develop employees, customers, and partners. The right candidate is creative, not afraid to roll up their sleeves, and has demonstrated drive to solve real customer problems and revolutionize the way people connect to knowledge. This individual will need to be self-motivated, highly organized, and have what it takes to challenge the status quo. With this career opportunity, you will leverage your skills and experiences in knowledge management and communities to help build and grow knowledge-sharing solutions that deliver incredible results. This individual contributor role will report to the Performance, Education, and Knowledge (PEAK) team as part of the global Customer Experience (CX) organization comprising Technical Services, Professional Services, Customer Success, and Pure PEAK. Some key responsibilities include:

• Act as the technical systems owner and designer for our Knowledge and Community initiatives
• Evaluate and research new technologies and processes to contribute to the continuous improvement of our strategy
• Take the lead on project management, deployment, and timeline for new systems, integrations, and upgrades
• Develop, implement, maintain, and communicate ServiceNow Knowledge frameworks, standards, procedures, tools, and resources to meet the needs of customers, partners, and employees
• Design spaces that encourage knowledge to be created, captured, and shared
• Oversee the relationship between Pure Storage and our technology partners for bug resolution, process improvement, change management, and feature evaluation
• Work with the Pure PEAK team to design and automate workflows that streamline our ability to support our customers both internally and externally
• Own the relationship between our team, IT, and other operational teams to collaborate on cross-functional solutions and standards
• Provide operational support such as user access, new author onboarding, general enablement, and systems troubleshooting
• Partner with the Sr. Knowledge Manager to establish key performance indicators and deliver a dynamic reporting strategy within ServiceNow
• Assess the current state of our taxonomy and metadata namespace management and lead a program to improve our existing capabilities
• Develop instructional content for internal and external stakeholders on interfacing with knowledge and community systems and workflows
• Provides oversight of select deployed programs and/or services for continued delivery, evaluation, and continuous improvement through effective project and change management
• Effectively communicates with team members, business partners, and key stakeholders on any initiative, change, and recommendation
• Identify opportunities for automation and oversee third-party vendor relationships to implement solutions
• Own the user acceptance testing (UAT) workflows for new process rollouts and upgrades
  

WHAT YOU’LL NEED TO BRING TO THIS ROLE…

• BS degree or equivalent practical experience
• 5+ years experience in knowledge and/or community management
• Experience with ServiceNow knowledge and/or community required
• Proficiency in translating high-level business goals and objectives into detailed project plans, delivery estimates, and execution on the strategy
• Ability to communicate highly technical projects, concepts, and updates to a non-technical audience of stakeholders and executives
• Excellent writing, editing, and proofreading skills
• Ability to support multiple projects in a fast-paced environment
• Exceptional verbal and written communication skills
• Expert in influence and negotiation, with a deep understanding of effective change management
• Experience evaluating, gathering, and writing requirements for knowledge and/or community technologies
• Ability to work independently, but also able to collaborate with others with a positive attitude
• Experience leading complex programs of work with multiple stakeholders/partners using very strong program and project management skills
• Entrepreneurial attitude and desire to try new methods, tools, and processes to improve knowledge sharing experiences
• Experience using data collection, research, and analysis to evaluate project outcomes and improve individual and organizational performance
• Significant experience working where customer satisfaction is paramount in a service delivery care environment
• Willingness and eagerness to learn new things, such as new programs, tools, or procedures
• Experience writing and executing User Acceptance Testing scripts and planning is a plus
• Experience with collaboration tools such as Confluence/Jira, Google Suite, and Smartsheet is a plus
• Hands-on experience with collection, creation, editing, tagging, and curation of knowledge assets is a plus
• Experience with Knowledge-Centered Services (KCS) and/or DITA Framework a major plus. 
• Previous experience working in a technical support and/or customer support organization is a strong plus

#LI-REMOTE

For applicants located in Colorado (as required by SB19-085) 

• The annual base salary range is: $98,000 - $147,000. This role may be eligible for incentive pay and/or equity. 
• US Benefits Summary

For applicants located in New York ( as required by New York City Human Rights Law 2022/032):

• The annual base salary range is: $123,000 - $185,000. This role may be eligible for incentive pay and/or equity. 
• US Benefits Summary