What You'll Do

The Data Analyst for Customer Experience Programs is responsible for evangelizing KCS (Knowledge Centered Service) methodology and maintaining the knowledge base for a growing team of 1000+ Global Juniper support engineers.

Responsibilities

•           Provide KCS coaching to the entire Support colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program

•           Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with technical documentation team to align article content with training materials and ensure accuracy

•           Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates

•           Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams

•           Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes

•           Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives

•           Provide backup support for the Juniper IT team and ensure the successful implementation of knowledge strategies across the organization

Qualifications

•           KCS (Knowledge Centered Service) v6 Practices certified

•           Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate

•           Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management

•           Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results

•           Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment

•           Capable of managing and executing projects independently while adhering to established knowledge management processes

•           Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment

•           Program management skills, including ability to identify risks/opportunities and create mitigation plans

•           Analytical and critical thinking and data savviness

•           Knowledge of Juniper products and technology (Good to Have)