Knowledge Manager, ServiceNow

2 months ago

Ridgefield Park, United States Samsung SDS America Full time
Job DescriptionJob Description

Company Overview:

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

Some of the key areas of focus and activities of Samsung SDS America include digital transformation solutions, enterprise mobility, and cloud services.

Position Overview:

We are looking for experienced ServiceNow Knowledge Manager to join our Zero Touch Mobility (ZTM) Team. Our Global ZTM Team is on a mission to improve the management of mobile devices through the use of the ServiceNow platform. We are developing best in class and first of its kind product that is aiming to change how mobile devices are managed in the enterprises.

Knowledge Manager will play a crucial role in the development and dissemination of comprehensive, user-friendly documentation and training for our platform product based on ServiceNow technology. This position is responsible for creating and maintaining documentation tailored to multiple personas, including end-users, managers, admins at the customer level, and solution consultants and developers who are part of our implementation partners. Responsibilities extend beyond the maintenance and upgrade of existing product guides and documentation to include the creation of a detailed technical knowledge base and the development of a certification training program.

The ideal candidate will possess a strong blend of technical understanding, writing proficiency, instructional design capability, and presentation skills, with a proven ability to translate complex information into clear, concise content and deliver engaging and effective training across diverse audiences.

Responsibilities:

Documentation Development:

  • Collaborate with technical staff and product teams to gather comprehensive product specifications and features
  • Create, update, and maintain tailored documentation for various personas including end-users, managers, admins, solution consultants, and developers. Documentation includes product guides, FAQ, release notes
  • Ensure all documentation is technically accurate, clear, consistent, and easily understandable
  • Develop and manage a technical knowledge base that serves as a resource for in-depth technical information
  • Incorporate visual aids, diagrams, and charts to support textual content and facilitate better understanding

Training Program Development and Delivery:

  • Design and develop a certification training program for various stakeholders, including internal teams and implementation partners
  • Deliver in-person and virtual training sessions, customizing content to suit the knowledge level and learning style of diverse audiences
  • Utilize feedback and assessments to continuously refine and improve training materials and documentation
  • Keep abreast of platform updates, technological advancements, and industry trends to ensure training and documentation are current and forward-looking

Collaboration and Communication:

  • Work closely with product management, development teams, and customer service to ensure documentation and training materials align with user needs and product evolution
  • Engage with users and stakeholders across various levels to gather feedback and enhance documentation and training efficacy
  • Act as a liaison between technical teams and non-technical users, facilitating clear and effective communication of complex concepts
  • Stay updated on ServiceNow platform updates, features, and industry trends

Requirements

  • Bachelor’s degree in Technical Writing, Education, Communication, or a related field (or equivalent experience)
  • 5+ years of proven experience in technical writing and training delivery in a technical or complex product environment
  • Experience in writing technical documentation for software platforms (e.g. API documentation)
  • Strong conversational knowledge of technology principles, including APIs, Swagger, SDKs, authentication, programming languages and version control
  • Excellent written and verbal communication skills, with a keen eye for detail
  • Strong ability to translate complex technical information into clear, user-friendly language
  • Proficiency with documentation tools like Microsoft Office Suite, Adobe Suite, and Confluence
  • Ability to design and develop engaging training materials and deliver compelling training sessions
  • Strong organizational and project management skills, with the ability to manage multiple projects simultaneously

Preferred Qualifications:

  • Experience in documentation/training of ServiceNow product
  • Understanding of Enterprise Mobility Eco-System
  • Certification in technical writing or instructional design
  • Knowledge of multimedia and graphic design tools

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

  • Top-notch medical, dental, vision and prescription coverage
  • Wellness program
  • Parental leave
  • 401K match and savings plan
  • Flexible spending accounts
  • Life insurance
  • Paid Holidays
  • Paid Time off
  • Additional benefits

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

We are committed to providing reasonable accommodations to participate in the job application or interview process for candidates with disabilities. Please let your recruiter know if you need an accommodation at any point during the interview process.

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