Knowledge-Centered Support (KCS) Content Specialist
Job Number:
0804108
Description
Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM.
POSITION SUMMARY
Knowledge-Centered Support (KCS) is a knowledge management strategy for service and support organizations. It defines a set of principles and practices that enable organizations to improve service levels to customers through the capturing and sharing of technical information, gain operational efficiencies, and increase the organization's value to their company.
As part of the Knowledge-Centered Support (KCS) program team in BlackBerry Technical Support, the KCS Content Specialist will be responsible for assessing the overall health, effectiveness and quality of the content in the knowledgebase.
Reporting to the Program Manager of KCS and working on a newly developed program team, the successful candidate will be responsible for the execution of various program deliverables, support and assist in the creation of the KCS "B loop" content processes and assist in the creation of content reporting requirements. The "B loop" processes consist of items such as content archive and review, gap analysis reporting and resolution, owning the creation of content "enhancements" and value add deliverables. The KCS Content Specialist will facilitate the staffing and meeting of Knowledge Domain Experts, defining and implementing the content lifecycle processes and responding to content enhancement requests - all of which to ensure the current and future success of the program. This role is ultimately charged with the responsibility to own the current and continued quality and health of the content in the Knowledge Base.
The successful candidate will have proven leadership and influence skills, an understanding of the KCS methodology and it's concepts, strong analytical skills, a track record of innovation, an ability to proactively identify opportunities and quickly implement solutions, a positive attitude and a passion for exceptional customer service. Further, the successful candidate will be an exceptional communicator.
Qualifications
ESSENTIAL SKILLS AND QUALIFICATIONS
- 3-5 years experience in a technical or technical support role
- 2 years experience with data analysis
- A Passion for knowledge content
- Experience with knowledge content and the understanding of its benefits to an organization
- Highly developed and influential communication, facilitation and mentoring skills at all levels of the business organization
- An ability to document and maintain processes and guidelines effectively
- Highly developed understanding and appreciation of the content creation process and content needs of BlackBerry customers
- Thrives on a challenge especially under high-pressure circumstances
- Passion for quality focused and value add solutions
- Proven ability to develop and maintain strong cross departmental business relationships
- Passion for delivery and customer satisfaction, driven by the ability to see the "big picture"
- Proven success with leading multiple initiatives
ADDITIONAL ASSETS
- KCS certification status
- Experience in managing projects related to Knowledge Management or Technical Support
- Hi-Tech industry experience
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Job
: Customer SupportPrimary Location
: CA-WaterlooOther Locations
: CA-HalifaxSchedule
: Full-timeHire Type*
: Experienced (Regular)Travel
: NoRelocation*
: Not Available:Jul 7, 2008
