Pure Storage is hiring a Remote Knowledge Architect
\n \n\nSHOULD YOU ACCEPT THIS CHALLENGEโฆ\n\nWe're looking for a Knowledge Architect who is customer-obsessed and driven to innovate as we build and transform how we educate and develop employees, customers, and partners. The right candidate is creative, not afraid to roll up their sleeves, and has demonstrated drive to solve real customer problems and revolutionize the way people connect to knowledge. This individual will need to be self-motivated, highly organized, and have what it takes to challenge the status quo. With this career opportunity, you will leverage your skills and experiences in knowledge management and communities to help build and grow knowledge-sharing solutions that deliver incredible results. This individual contributor role will report to the Performance, Education, and Knowledge (PEAK) team as part of the global Customer Experience (CX) organization comprising Technical Services, Professional Services, Customer Success, and Pure PEAK. Some key responsibilities include:\n\n\nAct as the technical systems owner and designer for our Knowledge and Community initiatives\n\nEvaluate and research new technologies and processes to contribute to the continuous improvement of our strategy\n\nTake the lead on project management, deployment, and timeline for new systems, integrations, and upgrades\n\nDevelop, implement, maintain, and communicate ServiceNow Knowledge frameworks, standards, procedures, tools, and resources to meet the needs of customers, partners, and employees\n\nDesign spaces that encourage knowledge to be created, captured, and shared\n\nOversee the relationship between Pure Storage and our technology partners for bug resolution, process improvement, change management, and feature evaluation\n\nWork with the Pure PEAK team to design and automate workflows that streamline our ability to support our customers both internally and externally\n\nOwn the relationship between our team, IT, and other operational teams to collaborate on cross-functional solutions and standards\n\nProvide operational support such as user access, new author onboarding, general enablement, and systems troubleshooting\n\nPartner with the Sr. Knowledge Manager to establish key performance indicators and deliver a dynamic reporting strategy within ServiceNow\n\nAssess the current state of our taxonomy and metadata namespace management and lead a program to improve our existing capabilities\n\nDevelop instructional content for internal and external stakeholders on interfacing with knowledge and community systems and workflows\n\nProvides oversight of select deployed programs and/or services for continued delivery, evaluation, and continuous improvement through effective project and change management\n\nEffectively communicates with team members, business partners, and key stakeholders on any initiative, change, and recommendation\n\nIdentify opportunities for automation and oversee third-party vendor relationships to implement solutions\n\nOwn the user acceptance testing (UAT) workflows for new process rollouts and upgrades\n\n\n\n\n\n\nWHAT YOUโLL NEED TO BRING TO THIS ROLEโฆ\n\n\nBS degree or equivalent practical experience\n\n5+ years experience in knowledge and/or community management\n\nExperience with ServiceNow knowledge and/or community required\n\nProficiency in translating high-level business goals and objectives into detailed project plans, delivery estimates, and execution on the strategy\n\nAbility to communicate highly technical projects, concepts, and updates to a non-technical audience of stakeholders and executives\n\nExcellent writing, editing, and proofreading skills\n\nAbility to support multiple projects in a fast-paced environment\n\nExceptional verbal and written communication skills\n\nExpert in influence and negotiation, with a deep understanding of effective change management\n\nExperience evaluating, gathering, and writing requirements for knowledge and/or community technologies\n\nAbility to work independently, but also able to collaborate with others with a positive attitude\n\nExperience leading complex programs of work with multiple stakeholders/partners using very strong program and project management skills\n\nEntrepreneurial attitude and desire to try new methods, tools, and processes to improve knowledge sharing experiences\n\nExperience using data collection, research, and analysis to evaluate project outcomes and improve individual and organizational performance\n\nSignificant experience working where customer satisfaction is paramount in a service delivery care environment\n\nWillingness and eagerness to learn new things, such as new programs, tools, or procedures\n\nExperience writing and executing User Acceptance Testing scripts and planning is a plus\n\nExperience with collaboration tools such as Confluence/Jira, Google Suite, and Smartsheet is a plus\n\nHands-on experience with collection, creation, editing, tagging, and curation of knowledge assets is a plus\n\nExperience with Knowledge-Centered Services (KCS) and/or DITA Framework a major plus. \n\nPrevious experience working in a technical support and/or customer support organization is a strong plus\n\n\n\n\n#LI-REMOTE\n\nFor applicants located in Colorado (as required by SB19-085) \n\n\n* The annual base salary range is: $98,000 - $147,000. This role may be eligible for incentive pay and/or equity. \n\n* US Benefits Summary\n\n\n\n\nFor applicants located in New York ( as required by New York City Human Rights Law 2022/032):\n\n\n* The annual base salary range is: $123,000 - $185,000. This role may be eligible for incentive pay and/or equity. \n\n* US Benefits Summary\n\n\n \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Design, Video, SEO, Marketing, Digital Nomad, DevOps, Engineer, SaaS, Senior, Sales, Testing, HTML, Microsoft, Mobile, Consulting, Backend, Python, React, JavaScript and Analyst jobs that are similar:\n\n
$60,000 — $115,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐
We hire old (and young)\n\n
\n\n#Location\nMountain View, California, United States
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