KCS Enablement Specialist
New
Remote - UK or EUContractMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- PostgreSQLMongoDBMySQLConfluence
Requirements
- 3+ years of experience in technical support enablement, knowledge management, or support operations in a technical or open-source environment.
- Strong knowledge of KCS v6 methodology.
- Exposure to open-source databases such as PostgreSQL, MySQL, MariaDB, or MongoDB.
- Experience with knowledge management platforms (e.g., Confluence, Salesforce Knowledge, ServiceNow, Guru).
- Proven ability to deliver effective training and coaching to technical teams.
- Excellent communication, facilitation, and project coordination skills.
Responsibilities
- Champion the adoption of KCS v6 practices across technical support and field engineering teams.
- Design and deliver KCS onboarding, role-based training, and continuous education programs.
- Support KCS Contributor, Publisher, and Coach development paths.
- Establish and streamline workflows for knowledge capture during support and engineering interactions.
- Align ticketing and knowledge base systems with KCS practices.
- Monitor the health of the knowledge base including article relevance, reuse, and accuracy.
- Establish quality standards and review processes for database content.
- Track and report KCS metrics like article reuse, contribution rates, and self-service success.
- Partner with documentation, product, and community teams to align knowledge efforts.
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