Technical Knowledge Manager

About Netskope

Today theres more data and users outside the enterprise than inside causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed one that is built in the cloud and follows and protects data wherever it goes so we started Netskope to redefine Cloud Network and Data Security.

Since 2012 we have built the market-leading cloud security company and an award-winning culture powered by hundreds of employees spread across offices in Santa Clara St. Louis Bangalore London Paris Melbourne Taipei and Tokyo. Our core values are openness honesty and transparency and we purposely developed our open desk layouts and large meeting spaces to support and promote partnerships collaboration and teamwork. From catered lunches and office celebrations to employee recognition events and social professional groups such as the Awesome Women of Netskope (AWON) we strive to keep work fun supportive and interactive. Visit us at Netskope Careers. Please follow us on LinkedIn and Twitter @Netskope.

Note : This role is working in US hours

About the position :

We are looking for a Technical Knowledge Manager to lead the development and implementation of our Customer Solutions Groups (CSG) Knowledge Management strategy with a focus on Netskope knowledge management (NKM) best practices and other internal enablement efforts. The ideal candidate will be responsible for designing planning and executing programs that support knowledge sharing documentation creation and reuse across multiple teams and departments. This role requires a strong technical understanding of Netskopes features and functionality as well as knowledge of where various content is located.

Key Responsibilities :

• Program Strategy and Planning :
• Develop and execute a comprehensive program plan to continue the rollout of the NKM initiative to all required groups across Netskope.
• Work with stakeholders to define metrics for success and establish key milestones.
• Netskope Knowledge Management (NKM) :

Maintain a technical understanding of Netskope features and functionality to enhance existing content and enablement programs.

Collaborate with departmental leaders to drive NKM and enablement initiatives through cross-functional working groups and task forces.

Communicate program progress successes and challenges regularly to stakeholders at all levels.

Program Execution :

Oversee daily activities related to NKM and enablement programs including data collection reporting and performance monitoring.

Host internal enablement sessions and coordinate with panelists from different teams across the organization.

Manage the product SME (Subject Matter Expert) queue and use relevant insights to recommend webinars training and knowledge base articles.

Metrics and Evaluation :

Establish and track key performance indicators (KPIs) for program success including adoption rates knowledge quality and user satisfaction.

Conduct regular evaluations of program effectiveness to identify areas for improvement.

Review Search case deflection and knowledge gap information in the Search tool analytics to make key decisions about enhancing knowledge articles documentation and webinars.

Additional Responsibilities :

Requirements :

Nice to Have :

Education :

Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion race color sex marital or veteran statues age national origin ancestry physical or mental disability medical condition sexual orientation gender identity / expression genetic information pregnancy (including childbirth lactation and related medical conditions) or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.

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Required Experience :

Manager

Key Skills

System Architecture,Records Management,Zendesk,Customer Support,Live Chat,IT Service Management,ITIL,Sharepoint,Metadata,Knowledge Management,Intelligence Analysis,Content Management

Employment Type : Full Time

Experience : years

Vacancy : 1