CAREERS

Knowledge Services Senior Manager

Job Summary:

The Knowledge Services Senior Manager will be responsible for managing the development & distribution of customer technical documentation, courseware development, and training delivery across multiple product lines and in multiple locations. Responsibilities include forward planning to meet corporate, product, and departmental goals as well as day-to-day activities including prioritizing current workloads to meet deadlines and ensuring deliverables are completed to the required standards.

Job Responsibilities:

• Delivering high-quality products for our customers and partners on schedule and within budget.
• Managing departmental resources including full time & contract personnel in multiple locations around the world.
• Working with multiple development, test, support and other teams to identify and manage release-based solutions that meet the customer needs while continuing to improve supporting processes and procedures.   
• Working with the Information Architect to develop technical documentation and courseware according to corporate processes, guidelines, and templates and to ensure that we meet corporate goals for consistency, quality, and common process in all information products.
• Creating and managing overall plans for each product line, product, release, and deliverables within releases for new and existing documentation and training courses.
• Providing daily management and oversight of technical documentation, courseware and the personnel who create them.
• Adhering to a common delivery system to provide released documentation and training to the internal and external customers.
• Ensuring technical documentation and courseware is planned, developed, created, maintained, and delivered using common processes among the team.
• Developing the potential of individual personnel and the Knowledge Services department overall for cross-training across product lines and across functions.
• Providing support for contract terms and conditions related to training and documentation.
• Providing training quotes to existing customers.
• Managing the Knowledge Services representation on all Core Team where status is provided and received from all team members.
• Communicating required Knowledge Services status, requirements, and other information to team members, to the Information Architect, within the department, to upper management, and across departments.
• Managing scheduling, tracking, and delivery of training at GENBAND and customer locations.
   

Preferred Knowledge, Skills and Abilities:

• Bachelor’s degree and 10-15 years direct experience or master’s degree with 7+ years of direct experience in customer documentation, courseware development, and training delivery, preferably in the telecommunications industry.
• Excellent understanding of technical communication processes from concept to delivery including tools, organization, writing, editing, and production.
• Excellent writing and communication, presentation and organization skills, including the ability to write, rewrite, and edit technical and customer documentation or courseware.
• Strong familiarity with the development lifecycle processes and specific experience managing customer documentation.
• Ability to assess the quality of technical information presented in documentation and courseware in terms of logic, accuracy, functionality, and editorial quality.
• Ability to multi-task in a fast-paced, ever-changing, and deadline-driven environment and to respond quickly in our customer-driven environment.
• Proven strong leadership and decision-making skills.
  Working knowledge and of and experience with design flows and engineering basics.
• Good understanding of telecommunications and IP networking products and industry.
• Firm technological literacy, including the ability to grasp new technical tools, concepts, and products quickly.
• Experience with collaborative development
   

Other Desired Job Skills: 

Candidates should possess the following hard skills.

• Experience using FrameMaker and other technical publishing tools; the Microsoft Office Suite including spreadsheet, project management, presentation, word processing, and data base tools; version control, document management, and/or content management tools; and change management tools. Must be able to master all internal management tools. Experience in PhotoShop, Web Works ePublisher, Dream Weaver, and Visio is also useful.
• Experience in deploying, developing, using, and managing both traditional and markup language (SGML-, XML-based) information development tools.
• Experience with e-learning and e-commerce activities.
• Experience with instructional system design processes.
• Experience with technical communication processes.
• Experience working within a quality management system, preferably TL 9000.
   

 
Please send qualified resumes to resumes@genband.com.