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Technical Knowledge Manager

hace 3 semanas

San José, San José, Costa Rica Netskope A tiempo completo

About Netskope
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

Since 2012, we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara, St. Louis, Bangalore, London, Paris, Melbourne, Taipei, and Tokyo. Our core values are openness, honesty, and transparency, and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships, collaboration, and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON), we strive to keep work fun, supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and .

Note: This role is working in US hours

About the position:
We are looking for a Technical Knowledge Manager to lead the development and implementation of our Customer Solutions Group's (CSG) Knowledge Management strategy, with a focus on Netskope knowledge management (NKM) best practices and other internal enablement efforts. The ideal candidate will be responsible for designing, planning, and executing programs that support knowledge sharing, documentation creation, and reuse across multiple teams and departments. This role requires a strong technical understanding of Netskope's features and functionality, as well as knowledge of where various content is located.

Key Responsibilities:

  • Program Strategy and Planning:

  • Develop and execute a comprehensive program plan to continue the rollout of the NKM initiative to all required groups across Netskope.

  • Work with stakeholders to define metrics for success and establish key milestones.

  • Netskope Knowledge Management (NKM):

  • Maintain a technical understanding of Netskope features and functionality to enhance existing content and enablement programs.

  • Understand all knowledge-sharing systems, processes, and tools to capture, share, and reuse organizational knowledge.
  • Provide feedback to Netskope's technical publications team on areas of documentation improvement based on user and tool feedback.
  • Track closed-loop activities using data from tools and ensure their completion.
  • Foster a culture of collaboration and knowledge sharing across teams and departments.
  • Implement NKM principles and best practices throughout the organization.
  • Maintain a shared repository of knowledge articles, which are updated and refined based on feedback from customers, experts, and NKM members.

  • Provide training, coaching, and guidance to teams on the NKM process and methodology.

  • Stakeholder Engagement:

  • Collaborate with departmental leaders to drive NKM and enablement initiatives through cross-functional working groups and task forces.

  • Communicate program progress, successes, and challenges regularly to stakeholders at all levels.

  • Program Execution:

  • Oversee daily activities related to NKM and enablement programs, including data collection, reporting, and performance monitoring.

  • Host internal enablement sessions and coordinate with panelists from different teams across the organization.

  • Manage the product SME (Subject Matter Expert) queue and use relevant insights to recommend webinars, training, and knowledge base articles.

  • Metrics and Evaluation:

  • Establish and track key performance indicators (KPIs) for program success, including adoption rates, knowledge quality, and user satisfaction.

  • Conduct regular evaluations of program effectiveness to identify areas for improvement.
  • Review Search, case deflection and knowledge gap information in the Search tool analytics to make key decisions about enhancing knowledge articles, documentation and webinars.

Additional Responsibilities:

  • Analyze business needs and opportunities to apply knowledge management, KCS, and enablement strategies to improve organizational efficiency, innovation, and customer satisfaction.
  • Identify and mitigate risks associated with the implementation of KCS, and enablement programs.
  • Collaborate with IT teams to develop and implement technology solutions to support knowledge management systems and workflows.

Requirements:

  • 5+ years of proven experience in program management, ideally in Knowledge management, KCS, enablement, or related areas.
  • Strong organizational and leadership skills to manage multiple stakeholders, priorities, and project tasks simultaneously.
  • Excellent communication and collaboration skills to ensure effective stakeholder engagement across various levels and functions within the organization.
  • Experience with analytics software (e.g., Looker), knowledge management systems, and LMS platforms is a plus.

Nice to Have:

  • PMP or Scrum Master certification desirable but not required.
  • Familiarity with Knowledge Management frameworks and KCS principles is helpful.
  • Proven expertise in instructional design, adult education, or facilitation highly beneficial.

Education:

  • Bachelor's degree (BSc) preferred.

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion, race, color, sex, marital or veteran statues, age, national origin, ancestry, physical or mental disability, medical condition, sexual orientation, gender identity/expression, genetic information, pregnancy (including childbirth, lactation and related medical conditions), or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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