Knowledge Management Specialist (US Remote)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewCompany Overview
At Motorola Solutions, we are dedicated to creating technologies that our customers rely on as their lifeline. Our cutting-edge communication platforms, software solutions, video capabilities, and services empower our customers to work safely and efficiently. Whether it's equipping firefighters with visibility through smoke, enabling police officers to see around corners, or ensuring reliable power for homes and businesses worldwide, our work supports those who courageously protect us. Join us at Motorola Solutions and contribute to a new era in public safety and security.
Job Description

Position Overview

We are looking for an experienced Knowledge Specialist to join our team. The Knowledge Specialist's role necessitates close collaboration with various departments, from IT to business units, to ensure that knowledge articles meet technical requirements and advance business goals.

Knowledge Process:

• Implements Knowledge Management processes

• Expands local Knowledge Management processes and ensures CMSO teams are in alignment

• Partners with support coaches and Customer Success to ensure customers and support are aware of knowledge articles and knowledge processes

• Builds and updates knowledge bases, while training local KM champions to manage and update local knowledge bases

• Interviews managers/clients to document business processes, groups/points of contact, approvals needed, locations of forms, lead times for orders/requests, etc.

• Works with managers and staff to identify and fill gaps in documentation

Knowledge Planning:

• Proactively seeks knowledge opportunities 

• Analyzes the client's needs and concerns, draws sound conclusions, and translates conclusions into relevant requirements and user stories

Knowledge Maintenance:

• Partners with support leads and Subject Matter Experts (SMEs) to ensure processes are followed

• Tracks usage of knowledge articles and publishes metrics

• Interfaces with internal organizations and customers to ensure alignment of delivery. This may include:

• Engineering

• Product development

• Training - Train users in searching, associating, and managing the knowledge base

• Ensures the documentation and sharing of the current knowledge base, and the retention and dissemination of specialized knowledge possessed by departing personnel

• Encourages employees to spread knowledge efficiently, which will reduce the need to recreate knowledge

• Documents/transfers knowledge from outgoing staff, including SMEs, prior to their departure. Trains leaders to do the same

• Analyzes current documentation/knowledge to identify gaps 

• Coordinates documentation updates with version control and document history

• Effectively communicates self-help resolutions to end-users to reduce the total number of calls to the Help Desk, with the overall goal of cost savings via call mitigation through a self-help portal 

• Tracks the effectiveness of self-help articles in the knowledge base and identifies gaps

• Limits access to knowledge entries based on appropriate audience and security

• Identifies missing, incorrect, or conflicting information; trains others to do the same

• Partners with managers and business leaders to determine knowledge management needs within teams 

• Develops materials, ensures all requisite documentation is collected, and monitors knowledge sharing effectiveness

• Prior experience with customer support or IT administration of support software is desired

• CKM, KCS, and ITIL Foundations Certifications are desired 

• Analytical mindset and passion for problem-solving 

• Balanced approach - Ability to advocate across business needs (e. g. support, customer success, software)

• Detail oriented, positive minded, and quick learning

#LI-DB1

Basic Requirements

• Bachelor's Degree and 2+ years experience in Knowledge Management processes and procedures

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].