Knowledge Management Analyst

Job Description

Organization: Digital Industries
Business Unit: Software
Requisition Number: 238624
Primary Location: United States-Oregon-Wilsonville
Assignment Category: Full-time regular
Experience Level: Senior level
Education Required Level: Bachelor's Degree
Travel Required: 5%

Division Description:

Siemens Digital Factory offers a comprehensive portfolio of seamlessly-integrated hardware software and technology-based services in order to support manufacturing companies worldwide. Siemens PLM Software, a Plano, Texas-based business unit of the Digital Factory Division, is a leading global provider of product lifecycle management (PLM) and manufacturing operations management (MOM) software, systems and services with over nine million licensed seats and more than 77,000 customers worldwide.



For more information, please visit: 


https://www.siemens.com/us/en/home/company/about/businesses/digital-factory.html 



Job Description:

Siemens US Talent Acquisition

They will work with subject matter experts and leverage process, tools

and analytics to ensure the Knowledge Base we manage on our Support

Center is being consumed and is providing the necessary information to

solve customer problems. They will leverage AI/Machine Learning

expertise to define requirements, process, tools and workflows to

effectively utilize big data to increase the likelihood of customer

self-help success. To this end, they will drive the merchandising of

content on the site and utilize analytics to proactively fill content

gaps with high quality content to ensure customers have every

opportunity to find answers to their questions.

Additionally, they will provide site design improvement suggestions,

help with requirements gathering, and perform system operational tasks

in order to ensure we provide a highly functional and competitive site.

Key Responsibilities:

•  Execute content strategies and initiatives, enabling customers to

easily locate, use, and apply knowledge gained from online assets

•  Execute AI and Machine learning strategies to increase proactive

customer self-help/self-serve opportunities

•  Ensures articles (KBs & Videos) are developed following guidelines,

templates, and methodologies as directed by the team leads

•  Proactively drive new content development based on user feedback,

search results, case resolutions, customer usage and consumption

patterns, commonly asked questions, and AI data results

•Work in alignment with content owners across Support to review,

revise, enrich, and measure content effectiveness using analytics

insights against agreed metrics

•  Work with global services teams to pinpoint relevant content themes

and oversee the creation of compelling content within work streams

•  Ensure proper training guides, help files, reference data, and

tutorials are created and maintained to support the Support Center

toolset

•  Help with content curation to drive consistency and consumption by

merchandising (tagging & placing) content appropriately

•  Leverage key metrics to producemonthly KPI metric reports and drive

to improve and surpass stated goals

•  Contribute to established SLA metrics and general site health to

drive customer self-service resolutions

•  Troubleshoot issues and address or recommend appropriatesolutions

with web development team

•  Ensure customer entitlements are accurate to drive proper access &

visibility to the support site

•  Become super user of content authoring tools and make

recommendations to design teams for incremental improvements based on

user community feedback

•  Manage operational practices, providing assistance to customers to

help them register, search, and self-serve

Level 2 (Same as above, plus,)

•  Be the subject matter expert in KCS methodology & standards to

increase adherence and effectiveness of content creation, linking,

improving and consumption

•  Provide KCS coaching to content developers to ensure methodologies

and practices are followed

•  Participate in community forums as a moderator, helping customers

self-help themselves

•  Engage with customers to help them resolve content and site

challenges

 

Essential Skills and Experience:

•  Demonstrated experience of executing a content strategy including

content generation, planning, and defining new processes

•  Deep knowledge of online content delivery, UX, and content

management systems. Knowledge of web processes and technologies

including social media, SEO/ SEM, and keyword research.

•  Understanding of AI/Machine Learning, to increase the likelihood

that relevantcontent will be surfaced to customers proactively

•  Technical aptitude in AI/Machine Learning sufficient to drive

experience and data requirements into the web development team

•  Ability to merchandise and curate content based on customer behavior

and intended audience.

•  An excellent grasp of English grammar, punctuation, and spelling,

with the ability to lead contributors in best practices.

•  Proven experience in working across a global team while building

relationships with multiple stakeholders and third parties.

•  Project management skills, including successful delivery to long

term project goals, working to tight deadlines, and managing with

limited resources in a matrixed organization.

•  Exceptional interpersonal communication skills as this position

requires frequent communication with colleagues, partners, and

customers in multiple geographies.

•  Strong analytical skills and time management skills; ability to

manage multiple priorities while delivering high level results.

•  Ability to partner and collaborate with technical and non-technical

resources in many different organizations for the purpose of delivering

world-class, relevant content to end customers.

Education:

The successful candidate should hold a college degree and have at least

5 years’ experience working in content management, data management and

AI/Machine Learning.  This experience will have been gained in a

global, hi-tech environment and knowledge of EDA/ CAD technologies will

be particularly advantageous

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.

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