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Enablement Program Manager – Knowledge Programs (Contract to hire)

  • DepartmentEnterprise Business Operations
  • LocationUnited States - Remote
  • Location TypeRemote
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
Talent rewards

The perks. The rewards. The good stuff.

We’re proud to shout about our awesome benefits packages. Holistic wellness is a big deal for us. We offer everything you need to support your work and, most importantly, your work-life balance. We’re committed to helping you be the best version of yourself. Inside and outside of work.

FINANCIAL

FINANCIAL

Receive market-competitive pay and incentive programs—because you deserve it! To help future-proof your income, we offer generous support through retirement savings plans.

HEALTH AND WELLNESS

HEALTH AND WELLNESS

Keep your physical and emotional health in tip-top shape with health insurance for you and your family, an employee assistance program, annual wellness reimbursement, and access to wellness resources.

FLEXIBLE WORKING

FLEXIBLE WORKING

Work in an environment where you’ll have the freedom and trust to make an impact, with time for your life outside of work.

DOWNTIME

DOWNTIME

Relax and kick back through our generous paid time-off programs. Make a difference in your community with three volunteer days each year. Take your own personal day of rest with My Day. We also offer ample paid leave for all new parents.

CONTINUAL DEVELOPMENT

CONTINUAL DEVELOPMENT

We encourage self-directed learning, giving you every chance to become a better version of yourself, both professionally and personally. At Guidewire, lifelong learning is here for the taking.

CAREER MOBILITY

CAREER MOBILITY

Your career opportunities are only limited by your own imagination. Guidewire’s community is filled with chances to expand your horizons across any of our teams or worldwide‌‌‌‌‌‌‌ locations.