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Pure Storage about 2 years ago
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 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 inidual 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 inidual 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 initiativesEvaluate and research new technologies and processes to contribute to the continuous improvement of our strategyTake the lead on project management, deployment, and timeline for new systems, integrations, and upgradesDevelop, implement, maintain, and communicate ServiceNow Knowledge frameworks, standards, procedures, tools, and resources to meet the needs of customers, partners, and employeesDesign spaces that encourage knowledge to be created, captured, and sharedOversee the relationship between Pure Storage and our technology partners for bug resolution, process improvement, change management, and feature evaluationWork with the Pure PEAK team to design and automate workflows that streamline our ability to support our customers both internally and externallyOwn the relationship between our team, IT, and other operational teams to collaborate on cross-functional solutions and standardsProvide operational support such as user access, new author onboarding, general enablement, and systems troubleshootingPartner with the Sr. Knowledge Manager to establish key performance indicators and deliver a dynamic reporting strategy within ServiceNowAssess the current state of our taxonomy and metadata namespace management and lead a program to improve our existing capabilitiesDevelop instructional content for internal and external stakeholders on interfacing with knowledge and community systems and workflowsProvides oversight of select deployed programs and/or services for continued delivery, evaluation, and continuous improvement through effective project and change managementEffectively communicates with team members, business partners, and key stakeholders on any initiative, change, and recommendationIdentify opportunities for automation and oversee third-party vendor relationships to implement solutionsOwn the user acceptance testing (UAT) workflows for new process rollouts and upgradesWHAT YOU’LL NEED TO BRING TO THIS ROLE…BS degree or equivalent practical experience5+ years experience in knowledge and/or community managementExperience with ServiceNow knowledge and/or community requiredProficiency in translating high-level business goals and objectives into detailed project plans, delivery estimates, and execution on the strategyAbility to communicate highly technical projects, concepts, and updates to a non-technical audience of stakeholders and executivesExcellent writing, editing, and proofreading skillsAbility to support multiple projects in a fast-paced environmentExceptional verbal and written communication skillsExpert in influence and negotiation, with a deep understanding of effective change managementExperience evaluating, gathering, and writing requirements for knowledge and/or community technologiesAbility to work independently, but also able to collaborate with others with a positive attitudeExperience leading complex programs of work with multiple stakeholders/partners using very strong program and project management skillsEntrepreneurial attitude and desire to try new methods, tools, and processes to improve knowledge sharing experiencesExperience using data collection, research, and analysis to evaluate project outcomes and improve inidual and organizational performanceSignificant experience working where customer satisfaction is paramount in a service delivery care environmentWillingness and eagerness to learn new things, such as new programs, tools, or proceduresExperience writing and executing User Acceptance Testing scripts and planning is a plusExperience with collaboration tools such as Confluence/Jira, Google Suite, and Smartsheet is a plusHands-on experience with collection, creation, editing, tagging, and curation of knowledge assets is a plusExperience 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-REMOTEFor 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 SummaryFor 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#Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Design, Video, SEO, Marketing, Digital Nomad, DevOps, Engineer, SaaS, Senior, Sales, Testing, HTML, Microsoft, Mobile, Consulting, Backend, Python, React, JavaScript and Analyst jobs that are similar:
$60,000 — $115,000/year#LocationMountain View, California, United States