Senior Specialist, Advanced Knowledge & Technology

 

POSITION PROFILE

Advanced Knowledge & Technology Senior Specialist

Position Profile: The Advanced Knowledge & Technology Senior Specialist directly supports the knowledge and information needs of Direct and Dealer employees through the delivery of technology-based knowledge programs. This position coordinates with Service & Technology Training and field management to deliver knowledge programs that support Ricoh's business objectives and leverages service data available through Service & Technology tracking systems. Responsibilities include managing the Global Knowledge Base, Xpress/TSRC Website, How-To Video site, and other internet/database-driven content. The Senior Specialist provides feedback, measurement, and reporting to Service & Technology Training management and stakeholders on the execution of the knowledge management plan and project initiatives. Extensive knowledge of Knowledge Base management, HTML-based technologies, and project management expertise is required.

Job Duties and Responsibilities:

Deliver knowledge programs through various methods; scope, products, processes, or programs to be determined. Participate in the development of company education and knowledge strategy. Fulfill project management roles in developing comprehensive knowledge solutions across the company and business units to support company strategy. Manage the registration process of knowledge system users accessing knowledge content, ensuring compliance with Ricoh standards. Assist in creating and maintaining knowledge articles, programs, or publications throughout the Ricoh Family Group (RFG). Enhance knowledge and skill base by attending seminars/workshops in the given field and incorporating new learning into the development and delivery of knowledge content. Satisfy specific technology/industry-recognized certification criteria to demonstrate proficiency and professionalism in the industry. Gather field employee feedback through field observation (ride-alongs, work observation, phone or field support, etc.). Analyze expressed, perceived, and future needs of the targeted knowledge audience and use this as the foundation for knowledge creation and development. Act as an advisor to Knowledge and Technical Documentation staff members on knowledge issues and resolve technical issues within the Knowledge Management environment. Achieve pre-defined metrics best suited for the overall goals, such as knowledge creation and timely resolution of system issues. Receive limited direction; work is performed without appreciable direction. Exercise latitude in determining objectives of assignments. Review work outcomes through status reports, milestone review, and completion to ensure policy compliance and alignment with project requirements. Serve as team leader and/or direct the work of others on assigned projects. Support manager in developing staff career growth plans and regularly provide knowledge training and guidance to less experienced team members. May directly supervise support staff or a small team of specialists. Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications):

Requires a 4-year college degree or equivalent business experience. 6 or more years of knowledge management system development experience OR 6 or more years of technical industry experience.

Knowledge, Skills, and Abilities:

In-depth knowledge of company and organization policies, practices, and procedures. Ability to analyze and manipulate large data sets in an information-intensive environment. Ability to assess knowledge requirements, develop, and disseminate knowledge to the designated audience. Experience with Classic ASP, HTML, CSS, MS SQL, JavaScript, REST API, Data Warehouse, Vulnerability/Penetration testing. Ability to multitask, prioritize, manage time and projects effectively, and maximize the impact of project time.

Working Conditions, Mental and Physical Demands:

Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise levels. May require overnight travel 10-50% per month. Work assignments are diversified; examples of past precedent are used to resolve work problems, and new alternatives may be developed to resolve issues. Occasional stress due to periodical or cyclical workload pressures. Minimal physical effort required; work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 30 lbs (e.g., papers, books, files, and small parts). Moderate dexterity required in the regular application of basic skills (keyboard, eye/hand coordination).

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.