Service Knowledge Manager

☞ LivePerson

Vue: 166

Jour de mise à jour: 07-10-2024

Localisation: Brandenburg Berlin

Catégorie: IT - Logiciel

Industrie: Information Technology Services Computer Software Internet

Niveau: Associate

Type d’emploi: Full-time

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le contenu du travail

LivePerson is a transformational force in how brands and consumers communicate. With over 18,000 brands, including HSBC, Verizon, and Home Depot, we are on a mission to make life easier for people and brands everywhere through trusted Conversational AI. We believe in a future where conversations are the norm for getting your intentions fulfilled - whatever they are.

We are an innovative, intent-driven company that believes in building the future and we are looking for growth minded, unconventional thinkers, developers and builders to join the team.

You Will Thrive Here If

You can operate in a fast paced, dynamic environment

You nerd out about AI, how it can be applied, or how you can learn more about it (don’t worry we’ll help)

You believe data-led decision making is the norm

You see feedback or failure as motivation to learn and to grow

You relate to our core principles and want to work with experts in their respective fields

In This Role You Will
  • Manage an operational Knowledge Base - a critical Service asset:
  • Advocate knowledge management use and contributions within the Service Center Group - standardization of knowledge processes & articles.
  • Approve knowledge base technical articles submission
  • Collaborate with various stakeholders, including engineering, for the optimization of knowledge articles coverage
  • Manage knowledge base articles changes through properly defined change management process
  • Report on performance and usage metrics
  • Drive proactive, periodic updates based on reports
  • Enrich Network Operations Center (NOC) Quick Actions procedures and tools, providing the NOC team with valuable articles to be used to restore service availability in a timely manner
  • Provides ongoing support and training sessions for Service Center group members, including training and Service Center orientation sessions for new NOC employees
  • Be the main Service point of contact in terms of new service handover (technical training, Service overview documents and procedures) process to Service org.
  • Participate in incidents’ post mortem, to conclude findings and enhance detection & quick actions of the entire organization
  • Build a self-service model for teams maintaining their own runbooks
Your Qualifications Are
  • Supporting & troubleshooting web/internet applications, preferably from a SaaS company
  • Windows & Linux OS proficiency - Must
  • Experience with knowledge base management - Must (ServiceNow platform experience - Advantage)
  • Experience with GCP or other public cloud technologies - Significant advantage
  • Experience with industry standard operational monitoring and observability tools (Zabbix, Datadog, Kibana, Grafana) - Significant advantage
  • Experience with K8S - Advantage
Other Skills And Abilities
  • A team player
  • Able to operate and prioritize properly under pressure
  • A highly motivated individual, with a positive & proactive attitude
  • A fast learner with self-learning capabilities
  • Articulate, organized and able to communicate clear set of requirements to other organizations - and track progress of multiple tasks of varying knowledge areas
  • Excellent presentation skills and training design skills
  • Excellent written and verbal communication skills
  • Visionary!
Why You’ll Love Working Here

LivePerson was named to FastCompany’s World’s most innovative companies of 2020 list for the Artificial Intelligence category. We offer amazing colleagues along with opportunities to push your own limits to grow. We embrace invention and experimentation. Most importantly, you’ll have an ability to make an impact at work and at brands across the globe as we build the future with trusted Conversational AI together.

At LivePerson, people from diverse backgrounds come together to do their best work and be their authentic selves. We are proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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Date limite: 21-11-2024

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