Verint Systems, Inc. Knowledge Management Manager in Albany, New York

Knowledge Management Manager

Location US-Remote (United States)

Job ID 12609

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Overview of Job Function:

The Customer Support Organization provides Verint’s installed customer base with post-implementation technical support services for the full line of Verint CES software offerings.

The Knowledge Management (KM) Manager leverages domain expertise in support and service knowledge management to help strategize, design, deploy and evolve Verint’s Support and Service knowledge management program. The KM Manager will synchronize Support’s business needs and goals with Verint product capability.

Activities to initiate the KM program include KM assessments, strategic planning sessions, and KM governance & metrics framing. The KM Manager also facilitates the overall development of the knowledge base design, knowledge and content architectures, and the content migration and evolution strategy, in conjunction with appropriate internal content and support leads.

The KM Manager is a go-to resource for best practices for customers throughout the KM development lifecycle. As such they are expected to incorporate and synthesize deep knowledge of KM practices, Verint technology capabilities, and evolving support KM practices and methods. They are also expected to interface with Engineering and Product leads as needed to define and evolve both current state and future state KM requirements.

The KM Manager will function as a member of the Support leadership team and participate in appropriate knowledge-related support teams. The KM Manager will be responsible for managing tasks and deliverables across multiple projects simultaneously, as well as updates on the program to senior management. This is a remote based role.

Principal Duties and Essential Responsibilities:

  • Define and develop the Verint Support KM program. Drive development and evolution of the KM roadmap, including the order and scope of events necessary to achieve organizational transformation towards desired future state. This will include short and long term deployments to both internal and self-service channels.

  • Guide finalization of knowledge architecture, content architecture and migration plans in conjunction with Support content stores and associated owners/authors; deliver components of these engagements as appropriate per project.

  • Serve as an ongoing resource to Support throughout and beyond the initial KM implementation to achieve KM best practice and make informed design/deployment decisions; evangelize and coach support agents and staff to establish best practices.

  • Define and deliver additional activities where appropriate to establish effective governance, metrics, organizational design, KB tuning or other best practices; assist in development of training programs for agents and authors.

  • Liaison with Engineering and Services to design, schedule and execute software capabilities beyond baseline functionality to meet customer requirements, particularly in the areas of IMS/MS Dynamics integration, community/KB and KCS evolution; help to broker customization decisions between Product, Engineering and Support.

  • Achieve a high level of success through careful planning, program management, creative problem solving, solid expectations management, and effective relationship development.

  • Other duties and responsibilities as assigned. Minimum Requirements:

  • Bachelor’s degree in Business, Engineering, Computer Science or technical related field, or equivalent experience

  • Minimum of 6 years overall functional experience in knowledge management

  • Experience deploying and managing enterprise search technologies, knowledge management systems and case management systems

  • Strong oral and written communication skills with the ability to communicate at all levels

  • Excellent interpersonal, organizational, and time management skills

  • Ability to lead and influence stakeholders at all levels

  • Ability to develop and deliver formal and informal training

  • Ability to translate customer scenarios into requirements and detailed designs to ultimately solve problems

  • Ability to complete data modeling and analysis activities as well quality and statistical analysis, particularly in the area of KM metrics and measures

  • Ability to engage in technical discussions with IT about project requirements

  • Ability to travel up to 25%

  • Successful completion of the background check process, including but not limited to employment, education, criminal convictions, OFAC, SS Verification and credit, where available and in accordance with federal and local regulations

  • Customers may request that additional checks be conducted on Verint employees. Verint reserves the right, consistent with applicable law, to require employees in certain positions to undergo background checks periodically or as needed base on our customer’s requirements. Preferred Requirements:

  • Extended KB design and deployment expertise in the support and services context

  • Strong understanding of the core principles of content modeling and organization

  • Experience working in the areas of Business/Systems Analysis, Systems Integration & Deployment, Customer Relationship Management, and/or Process Engineering

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.