IT Program Manager II

23 hours ago


Chicago, United States SGF Global Full time

Position Title: Video Security & Access Control Knowledge Manager (P



Position Overview:

*** Fixed Video, the division behind trusted brands like Pelco and Avigilon, is seeking a motivated Knowledge Manager to lead our Knowledge Management Team and oversee our Knowledge Centered Services (KCS) program. This is an ideal role for an individual with strong foundational experience in knowledge management or technical support, including content creation and program management, looking to develop further in a leadership capacity. The Knowledge Manager will oversee and expand the VSA KCS Program, fostering knowledge consistency and supporting program development across brands and new acquisitions. This is a full-time position covering parental leave for approximately 50 weeks.


Responsibilities:

  • Manage the KCS Program and Knowledge Team, supporting program expansion across brands, including new acquisitions.
  • Develop a quality assurance program for knowledge content, creating a consistent voice and tone for the team.
  • Lead the Knowledge Domain Expert (KDE) Program, enhancing knowledge base quality, filling knowledge gaps, and ensuring content consistency.
  • Direct the evolution of the KCS Coaching Program.
  • Strengthen data analytics processes to measure the effectiveness of KCS, implementing improvements based on data-driven insights.
  • Act as a representative of Knowledge, Customer Experience, and Customer Communities across all brands, supporting customer engagement and satisfaction.


Preferred Skills and Experience:

  • Strong teamwork and collaborative skills, inspiring cooperation within and across teams.
  • Excellent time management skills with a proven ability to multitask, prioritize, and meet deadlines.
  • Detail-oriented, analytical, and organized with strong problem-solving abilities.
  • Familiarity with gathering and analyzing data for business insights and program effectiveness.
  • Experience with project or program management, preferably in agile team environments.
  • Experience with Salesforce Knowledge, Service, and Experience Clouds is a plus.


Qualifications:

  • Bachelor’s degree in any discipline.
  • 11 months of relevant experience in technical support, knowledge base management, or content creation.
  • Exposure to or experience with Knowledge Centered Services (KCS) programs is an advantage.
  • Excellent verbal and written communication skills.
  • Competitive Advantages: KCS Practices Certification, familiarity with the Salesforce Knowledge Data Model, and knowledge of SEO best practices for content optimization are beneficial.



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