Knowledge Management Lead

Knowledge Management LeadOur Scottsdale, AZ campus is searching for a Knowledge Management Lead to join our Customer Support team.   A Knowledge Management Lead is responsible for improving operational efficiency by identifying and implementing content management standards and processes used to evaluate content creation and content revision prior to publication. Sage (London: SGE.L) is a leading supplier of business management software and services supporting 5.7 million customers worldwide.  With nearly 15,000 employees globally, Sage supports the needs, dreams and challenges of small and medium-size businesses by offering leading business management products and services.  Sage North America encompasses the six North American companies of Sage.  More than 2.7 million North American small and medium-sized businesses currently rely on Sage Software applications. Sage Software offers award-winning products and services that have revolutionized the way small and mid-sized companies do business in today's marketplace. Responsibilities of Knowledge Management Lead: · Identify and maintain content architecture standards visible in products navigation, search schemes and content taxonomy. · Collaborate with Domain Subject Matter Experts (SMEs) to establish and enforce a consistent standard for all content within the knowledge management tool. · Edit documentation to eliminate defects delivered to the user community. · Use seasoned judgment to propose and implement innovative customer solutions. · Ensure effective knowledge base operations by monitoring related information (e.g. usage metrics, organizational and knowledgebase effectiveness, resource allocation, new solution creation trends.) · Use data to decide priorities of the content creation and maintenance process. · Recognize trends with customer issues and drive change across information set to proactively solve the issue. · Provide direction and support to the SME resources and authoring teams. · Support total quality management initiatives through call observations, documentation and case reviews, with analyst coaching sessions that focus on knowledge base utilization in the call management process. Qualifications: · Bachelor’s degree in Business or Computer Science or equivalent experience · 3- 5 years experience with knowledge base content management and publishing · Experience with content management software, ServiceWare and SAP a plus · Excellent communication, planning, time management, decision making, presentation, and organization skills · Written skills include excellent working knowledge of grammatical principles and application · Ability to work effectively in a dynamic, team-oriented environment · The ability to organize and present technical information over a web interface · Ideal candidate would have product support experience in the consumer service/products industry. How do you know if Sage is the right company for you?  Well, if your proven analysis is a direct result of your innovative knowledge base performance, and your confidence, enthusiasm, and ability to think big are contagious, and if you thrive in support environments, are driven by metrics, and appreciate a superior compensation package, APPLY NOW.  We offer an outstanding benefits package designed to be affordable and comprehensive to meet you and your family's needs. Some of these benefits include: Simplicity     •     Agility     •     Trust     •     Integrity     •     Innovation When you join Sage Software, you'll not only work with a team of more than 5,000 dedicated, diverse, and highly talented professionals, you'll become a member of a fast growing, billion-dollar global company. We strike that fine balance of working for a large, financially strong, and stable company, while providing a relaxed, family-oriented environment where you can make long-term friendships. We're not just another software company. Most of our brand name products have been around 15 to 25 years, remarkably long for the software industry. Our employees are not merely average, either! They are highly qualified and energetic individuals who inspire, encourage, and challenge each other every day. We have high expectations of performance, and every individual and team can truly make a difference at Sage Software. Contributions are highly visible, acknowledged, and rewarded across the company. We offer an outstanding benefits package designed to be affordable and comprehensive to meet you and your family's needs. Some of these benefits include: Flexible medical, dental, and vision plans A wide range of Life/Short Term Disability/Long Term Disability plans including buy-up options Attractive paid time off benefits Flexible spending and education plans Retirement plans, including 401(k) (US) and RRSP (Canada) Educational reimbursement Sage Software is an Equal Opportunity Employer