Job posting: KM

One of my clients (Symantec) is looking for someone to fill the following 
position. Apologies for the cross-posting. Please respond to the contact 
information at the bottom if you are interested.

Job 040544
Mgr, Knowledge Content Dev
Springfield,OR,USA
Services

Duties
General Description: This position is expected to lead the charge in making 
Symantec's electronic performance support programs more attractive than our 
traditional call-center for customer service and technical support 
inquiries to our customers. Directs the content-development related 
activities for the performance support tools within Symantec's electronic 
self-help environment. Responsible for implementing Knowledge Management 
operational and strategic policies and directives. Provides guidance to 
subordinate supervisors to achieve goals in accordance with established 
policies. Establishes and manages metrics of the teams to assess the 
quality of the teams relative to service delivery targets. Interfaces with 
senior management to report on project and program milestones and to 
present project needs. Establishes and recommends changes to policies which 
effect subordinate organization(s). Responsible for continuous improvement 
programs within Symantec's KM infrastructure.Understand Symantec's 
customers' needs within a self-help context. Expected to research customer 
needs when needed using a variety of research methodologies (historical, 
survey, interview, etc.). Expected to recognize self-help opportunities and 
research solutions on an ongoing basis. This position interfaces with many 
levels of management within Symantec and is expected to promote, build and 
contribute to productive cross-functional teams. Candidates must have a 
strong technical aptitude for information security products.

Main Duties/Responsibilities:
Knowledge Management Continuous Improvement:
Recommend and implement improvements to Knowledge Management infrastructure
Implement change in a systematic fashion
Implement new methods and systems based on changing requirements
Resource and prioritize content development projects and associated tasks 
based on organizational goals
Focus the team on the tasks at hand or the internal and external customer 
requirements
Understand Symantec Product Marketing priorities and associated tiering system
Coordinate team logistics

Information Development:
Contribute to and adhere to Symantec cross-functional style and writing 
guidelines
Demonstrated competency in writing technical documentation (preferably in 
an on-line context) for enterprise-software products
Demonstrated understanding of technical support audience and it's 
associated web-interface requirements

Leadership/Supervision:

Team Building
Provide team leadership and coaching; build and create cross-functional 
teams where necessary
Review and sign off on all project documentation and associated deliverables
Lead by setting a good example (role model) - behavior consistent with words
Coach and help develop team members; help resolve dysfunctional behavior, 
escalate as required
Facilitate problem solving and collaboration
Strive for team consensus and win-win agreements
Maintain healthy group dynamics
Assure that the team members have the necessary education and training to 
effectively participate on the team
Encourage creativity, risk-taking, and constant improvement
Recognize and celebrate team and team member accomplishments and 
exceptional performance
Familiarize the team with the audience needs, design targets, the 
development process, design, writing and style standards, techniques and 
tools to support task performance
Assure that the team addresses all relevant issues within the 
specifications and various standards
Provide necessary Symantec information - marketing, sales, support, etc.
Ensure deliverables are prepared to satisfy the project requirements and 
schedule
Help keep the team focused and on track

Communication Skills
Clarify expectations of group members
Discern underlying organizational problems
Lead brainstorming sessions
Solve communication problems
Demonstrate persuasiveness
Create consensus
Facilitate meetings
Manage conflict
Manage others’ expectations
Assess communication practices of an organization
Creating appropriate visual images
Listen to negative feedback
Focus on understanding rather than evaluating

Requirements
Professional Skills/Experience: Proven track record in online support 
programs. 8+ years industry experience within a high-volume technical 
Support or customer Service environment with 2-3 years in a management 
role. Experience managing supervisors is a plus.

Education/Degree/Equivalent: BA/BS degree in computer science or related 
business, or equivalent business/technical experience preferred.

*Symantec Corporation is an Equal Opportunity Employer and welcomes diversity.

Jan Cox
Sr. Staffing Specialist
Human Resources Symantec Corporation
Office: (541) 335-5598
Email: jan_cox-okLH5SSHHyRWk0Htik3J/[email protected]

_____________________________

The Rockley Group Inc. are specialists in Enterprise Content Management and 
Information Architecture for content management.

www.rockley.com, 905-415-1885