CO Salary Range: USD 98,600.00 - 133,400.00 per year
Job Description
At Boeing, we innovate and collaborate to make the world a better place. From the seabed to outer space, you can contribute to work that matters with a company where diversity, equity and inclusion are shared values. We're committed to fostering an environment for every teammate that's welcoming, respectful and inclusive, with great opportunity for professional growth. Find your future with us.
Boeing Information and Knowledge Services is currently looking for a Knowledge Management Specialist that supports Boeing Digital Services with support and learning content for a global customer base.
You'll use your knowledge of our customer, our products, and our tool stack to suggest and optimize the customer content experience to enhance self-service and content usability. Your ability to curate, structure, and communicate content effectively will play an integral role in shaping our knowledge-sharing culture and ensuring that our knowledge base becomes an invaluable resource to our customers.
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A successful candidate is someone who has a thirst for learning and a passion for creating the best content experience for our users. You are adaptable and can manage multiple programs and projects in a fast-paced agile software development environment where you display your passion for solving problems while being resourceful. You have a proven track record of strong stakeholder management and collaboration skills, which drives cross-functional teams toward shared goals.
You should be curious, wanting to learn more about our users, new technologies, better ways of connecting, and continually learning and growing your own skills. Help us deliver the content experience that provides customers with the precise information that they need, when they need it, and in the format that they want.
Position Responsibilities:
- Define the knowledge management strategy for customer self-service, maintain high quality, up-to-date, and easily searchable content for audiences of varying skill level
- Collaborate with stakeholders to identify opportunities for improving the customer content experience, such as AI chatbots, search optimization, and predictable navigation
- Manage the lifecycle of knowledge articles, which will entail working across the knowledge management, support, and product teams
- Work with the Support Site Product Owner to define the requirements for best-in-class search capabilities
- Optimize the content for better usability (implement taxonomy, design content flows)
- Act as the customer advocate by analyzing data from multiple sources (KPIs, navigation trends, customer searches, chat sessions) and suggest content improvements
- Identify and prioritize areas of knowledge base improvements and implement solutions as necessary
- Identify process breakdowns by performing root cause analysis to develop and implement solutions that enable continuous improvement
- Leverage available technologies to design content solutions to address customer needs.
- Work in an agile environment
- Be a subject matter expert as it relates to knowledge base matters - responsible for staying current on new knowledge base technologies and methodologies
- Build productive relationships with stakeholders and leadership
This position has been identified as a virtual opportunity and will not require the selected candidate to relocate.
Employer will not sponsor applicants for employment visa status.
BasicQualifications (Required Skills/Experience):
- 3+ years of information and knowledge management experience
- 5+ years of writing and editing experience
- Experience with Salesforce or another CRM
Preferred Qualifications (Desired Skills/Experience):
- Bachelor's degree in Information Management, Writing, Business Administration, or equivalent
- Experience with XML and HTML
- Experience with structured content design and organization of information
- Experience in scaling a customer knowledge system for hyper-growth
- Experience with content management systems, preferably oXygen and Ixiasoft
- Experience with customer analysis
- Experience working in agile software development environment
- Knowledge of DITA
- Experience working with Adobe Analytics
- Experience in the aviation industry
- Demonstrates experience in creating knowledge articles for a technology platform with user-centric focus
- Data oriented, capability of leveraging quantitative insights to drive informed decision-making and optimize knowledge base performance
Typical Education & Experience:
Education/experience typically acquired through advanced education (e.g. Bachelor) and typically 10 or more years' related work experience or an equivalent combination of education and experience (e.g. Master+8 years' related work experience, 14 years' related work experience, etc.).
Relocation:
Relocation assistance is not a negotiable benefit for this position.
Drug Free Workplace:
Boeing is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria is met as outlined in our policies.
Shift Work:
This position is for 1st shift.
At Boeing, we strive to deliver a Total Rewards package that will attract, engage and retain the top talent. Elements of the Total Rewards package include competitive base pay and variable compensation opportunities.
The Boeing Company also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, health savings accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work.
The specific programs and options available to any given employee may vary depending on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.
Pay is based upon candidate experience and qualifications, as well as market and business considerations.
Summary pay range: $98,600 - $133,400
Applications for this position will be accepted until April 8th, 2024.
Export Control Requirements: Not an export control position
Equal Opportunity Employer:
Boeing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.