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Guidewire Software’s Enablement organization is seeking an Enablement Program Manager (on contract) to bolster our use of knowledge processes in delivering global infrastructure and application support services to our diverse customer base.  Our engineers operate and support highly configurable, complex enterprise SaaS software applications in the global insurance industry. This role will provide support to engineers across various locations including the U.S., Canada, Japan, Ireland, and the UK. 

We're looking for an experienced team member with a track record of successfully leading multiple initiatives concurrently. This person will have the exciting opportunity to drive our knowledge management program based on Knowledge-Centered Service (KCS® - an industry best practice). We are looking for a self-starter who is enthusiastic, positive, and driven to learn. They must also be team players with the ability to multitask and quickly adapt to a changing environment. They must bring good communication and influencing skills, critical thinking, organization, and structured planning abilities.

This is a contract role (potentially contract to hire)


Key Responsibilities
  • Lead continued adoption and evolution of Knowledge-Centered Service (KCS®) practices.
  • Drive defining, implementing, and enhancing our knowledge management practices based on KCS.
  • Your efforts will directly contribute to maintaining the overall quality of our knowledge, ensuring its findability, usability, and content health.
  • Introduce or manage tools, metrics, and reporting needed for program oversight and governance. Develop expertise in our knowledge and case management processes and tools.
  • Drive development and delivery of KCS methodology training across teams for various products/skill sets, focusing on process training. 
  • Contribute to creating and maintaining documentation repositories related to knowledge management, case management, and support processes. 
  • Provide business requirements for technology changes to support defined processes and best practices. 
  • Maintenance of core knowledge practice deliverables, including content standard, solution quality, performance assessment plan, and communications plan 
  • Negotiate and manage competing priorities from cross-functional teams to ensure alignment on processes and tools.
  • Maintain the integrity and coherence of assigned projects, including maintaining focus, enthusiasm, and project momentum.
  • Communicate clearly and succinctly, both verbally and in writing, to stakeholders and cross-functional teams about plans, goals, and status.
  • In addition to these duties and responsibilities, employees must carry out other duties as reasonably required.

Required skills/Experience
  • Minimum of two (2) years of experience in knowledge management with demonstrated success in complex initiatives in a cross-functional capacity across local or remote teams
  • KCS v6 Practices Certification  or experience with KCS
  • Understanding of the processes, procedures, and expectations of a technical support or customer support operation
  • BS or MS in Computer Science, Information Systems, or a related technical area
  • Fluent in English, written and spoken
  • Excellent verbal, written, and presentation skills with demonstrated ability to create/document processes and procedures that are concise and easy to understand
  • Previous experience with complex enterprise application software
  • Strong organizational and project management skills and excellent attention to detail and processes
  • Experience using Google Suite, particularly Excel, PowerPoint, Word, Project, and Visio
  • Demonstrated problem-solving and collaboration skills, including understanding and management of interdependencies between cross-functional teams
  • Proven ability to influence and build relationships with “on the ground” resources and  management roles
  • Able to work independently and make progress in ambiguous situations with varying levels of uncertainty

Desired skills/Experience
  • Minimum three (3) years of previous experience working in a technical support or customer support operation
  • Working knowledge of  Salesforce knowledge management practices
  • Working knowledge of Jira or other ticketing systems
  • ITIL Foundational Level certification
  • Experience managing SaaS products or Cloud Technology
  • Proficiency with any software tools: Highspot, ServiceNow, Confluence, JIRA, eLearning (e.g., Articulate, Saba, Lessonly, etc.)
  • Project Management Professional (PMP) certification or other related certification


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