Senior Knowledge Management Specialist

Company Description:

Why Technical Support at Stryker?

Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

Vocera Communication solutions are installed in more than 1,300 organizations worldwide. We are headquartered in San Jose, Calif., with offices in Tennessee, Indiana, Canada, India, United Arab Emirates, Australia and the United Kingdom.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

Job Purpose:

Vocera now a part of Stryker is seeking a Senior Knowledge Management Specialist to join our Support Process Excellence organization. Working with our Knowledge Program Manager, you will help drive the continued success of our Knowledge Program. Our established Knowledge Management framework empowers our Technical Support team to contribute their own knowledge and experience to a central knowledge base. Enabling customers and the support members to efficiently discover information to help solve problems and answer questions.

As a Senior Knowledge Management Specialist, you will have the opportunity to collaborate within the Support Process Excellence team and cross functionally, analyze data to identify new knowledge opportunities, improve knowledge articles and monitor the overall health of product support knowledge within the Technical Support organization.

In addition, in this role you will train new support team members in Knowledge contribution, provide ongoing Knowledge coaching, and share and encourage the adoption of Knowledge Management best practices. Work hours for this position are 1:00 PM – 10:00 PM IST.

Duties and Responsibilities:

• Assist in driving program health and alignment through ongoing governance and recognition of top knowledge performers.

• Train and coach the technical support team, assisting with the adoption of knowledge management best practices.

• Maintain high quality content through regular evaluation of newly created or updated articles.

• Continuous improvement of content by conducting periodic audits and implementing action plans to ensure high-quality content.

• Adherence to content standards to ensure articles are easy to find and consume.

• Curation of support content including How To, Q&A and Solution articles in adherence with the content management lifecycle.

• Utilize reporting and analytics to identify gaps in content and identify areas of improvement.

• Consulting with SMEs to verify and publish content for both internal and external use.

• Collaborate cross functionally to improve content health, identify gaps, improve relevance and accessibility of content.

Qualification:

• 3+ years of experience in customer focused support role.

• 1+ years experience writing product support documentation.

• Bachelor’s Degree in a technical discipline.

• Ability to translate highly technical information into written form that is understandable to customers.

• Strong presentation skills.

• Experience in coaching and/or training skills in either knowledge management or as a subject matter expert.

• Project management skills.

• Detail oriented and focused on quality of content.

• Experience using data and analytics to drive decisions and formulate action plans.

• Strong technical aptitude/affinity; experience working hand-in-hand with software, test, and/or system engineers.

• Thrives in a fast-paced environment with a high rate of change.

• Knowledge Management or Knowledge Centered Support (KCS) experience.