Job Description

You will handle the implementation of the KCS methodology for the Security Operations Center (SOC) at Shape, which is part of F5 Networks. You will work with the our Silverline Knowledge Program Manager to lead the transformation of Shape’s existing workflows to incorporate creating and maintaining customer-facing and internal-only knowledge articles. You will work with Shape’s support analysts to develop processes and implement an adoption strategy, including training and peer-to-peer coaching. The mission is to ensure the effectiveness of the KCS methodology to assist Shape with providing customers with world-class service.  Strong autonomy and leadership skills will be crucial to being successful in this role, as well as project management and documentation experience.

What will you do?

Overall Responsibility for developing, evolving, and implementing the KCS program for Shape.

• Lead the KCS initiative by working with the Shape support team to design KCS processes that work within their existing workflows. This involves leading design sessions and ensuring all processes are documented.

• Facilitate the adoption of KCS across Shape team. This will involve keeping knowledge workers engaged, incentivizing participation, training team members, and leading the coaching program.

• Set up analytics program to monitor participation, knowledge quality, and self-service success.

• Communicate project progress to stakeholders.

• Troubleshoot problems and manage changes to ensure program goals are achieved.

• Operate as a champion and ambassador for KCS across organization.

• Ensure that KM (Knowledge Management) activities align with the enterprise vision, mission, and goals .

• Organize activities in accordance with the mission and goals of the organization.

The Job Description is intended to be a general representation of the responsibilities and requirements of the job.  However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills and Abilities

• Understanding of project management

• Ability to build strong rapport with stakeholders to influence desired outcomes

• Demonstrated ability to manage cross-functional efforts without directly managing the participants

• Strong bias for action: A track record of autonomy, leadership and self-direction. Can identify a problem, propose a solution, and make it happen.

• Adaptable/Flexibility: Quickly adjusts to changing requirements remaining open to alternative approaches.

• Change Management Experience: Actively intervenes to create and energize change initiatives. Embraces change by leading by example.

• Willingness to learn and be curious

• Experience with writing and maintaining detailed process/program documentation

• Ability to communicate clearly to technical and non-technical audiences

How do you qualify?

• 5 years relevant work experience

• Thorough understanding of the processes, procedures, and expectations of a technical support or customer support operation

• Experience implementing transformation programs and processes

• Currently certified or willing to get certified in KCS v6

Preferred Qualifications

• Experience with Knowledge Centered Service implementation

• Experience leading transformations, enacting significant changes to workflows, and leading cross-functional teams toward common goal.

• Experience teaching, coaching, and/or mentoring in a work environment

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The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

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Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability,marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws.This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. Reasonable accommodation is available for qualified individuals with disabilities, upon request.