Principal Knowledge Management Process Owner
Nuance
Pune, India
5d ago

Nuance is the pioneer and leader in conversational artificial intelligence (AI) innovations that bring intelligence to everyday work and life.

We deliver solutions that understand, analyze, and respond to people, amplifying human intelligence to increase productivity and improve security.

With decades of both domain and AI expertise, we work with thousands of organizations across a wide range of industries.

Check out our team Life at Nuance !

Join our team! At Nuance, we are constantly reinventing how people connect with technology and with each other. Our AI-powered solutions empower organizations to transform business as usual.

For decades, the world’s leading financial, healthcare, telecommunications, retailers, and government organizations have trusted Nuance to bring them award-winning solutions that deliver more meaningful outcomes and empower a smarter, more connected world.

From clinical speech recognition technologies that free physicians to spend more time caring for patients to real-time intelligence that powers billions of customer interactions, we’re deeply committed to helping organizations push the boundaries of what’s possible.

The Knowledge Management Process Owner play a critical role in supporting Nuance’s ability to deliver outstanding results for our clients.

Knowledge Management is critical to harness the best of our team members’ individual and collective expertise, and to make it available to our 24x7 Operations Team.

This role entails working very collaboratively with other team members located around the globe. We are looking for an individual who has a strong interest in operational topics, and can run our end-to-end knowledge management processes, play a leadership role in coordinating with other groups and teams, and can work closely with the entire organization on projects supporting our customers, our products and our development efforts.

Principal Duties and Responsibilities :

  • Coordinates and manages the capture and sharing of Nuance’s knowledge base globally
  • Captures product and customer-related information from R&D and Professional Services and produces documentation to be used by the 24x7 Operations Team.
  • This includes the capture and standardization of process and procedure documents as well as architecture documents, use-case specifications, and other artifacts of the development process, as well as the meta-tagging of the information to facilitate user searching

  • In collaboration with existing subject matter experts, interfaces with teams to help collect data that will feed into Nuance’s Operations Knowledgebase
  • Contact service delivery management teams and development teams to understand work and solicit best content to fill ongoing operational content needs
  • Helps define the packaging of content and develops a set of operational documentation standards
  • Reviews Knowledge Management and other relevant progress metrics to improve how Nuance captures and shares its intellectual property (IP)
  • Provides support to the Operations team, Site Reliability Engineering teams and other members of Nuance staff
  • Tracks and analyzes underlying drivers of documentation accuracy and works with the larger team on ways to improve the accuracy
  • Supports new product development and deployment efforts as needed
  • Qualifications :

    Education : College degree required, Bachelors

    Experience : 10 years of experience in related field

    Required Skills :

  • Fluent english, good understanding of metadata and indexing
  • Demonstrated understanding of the ITIL v3 approach to Knowledge Management process and roles.
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