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Enterprise Support Knowledge Management Consultant

Business Operations
17000TVH Requisition #
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The enterprise support knowledge management consultant is a key member of the eServices Online Support Content team and helps shape, guide and manage the evolution of the Support Site. This team members works closely with business, technology, offer and product leaders across all of Dell EMC, partners and members of the leadership team.

  • Delivery of online support content and portal readiness for New Product launches of Dell storage, networking, and enterprise software and tools
  • Analysis and management of top call driver information via engagement with business partners and analytics teams
  • Creation and maintenance of online support knowledge to address enterprise top call drivers
  • Collaboration with online knowledge management team to assess content effectiveness
  • Review of customer and employee feedback to assess site quality and drive customer experience improvement
  • Demonstrate leadership and direction setting for content development and knowledge management across all Enterprise areas
  • Cross-functional interaction with Technical Support, Product Group and IT
  • Identify, quantify, present and drive impact-oriented actions using advanced analytical tools
  • Work on complex problems where analysis requires in-depth evaluation, escalation, and functional/feasible solutions.
  • Respond to online service issues in a timely fashion to minimize the impact to customers - Participate in testing, deployment, tracking and maintenance activities

  • Advanced understanding of Dell storage, networking, and enterprise software products and technologies
  • Deep understanding of the Dell EMC customer journey
  • Capable program / project manager: Effective in general team leadership / facilitation skills; leading strategic projects.
  • Able to lead teams in formulating metrics and goals and creating and executing actions ensuring obtainment.
  • Demonstration of the ability to work complex problems where analysis requires in-depth evaluation.
  • Sound judgment within broadly defined practices and policies in selecting and methods, techniques, and evaluation criteria for achieving results.
  • Demonstration of consistent performance in meeting budgets, schedules, and general performance requirements individually and as a project team leader.
  • Strong organizational agility. Understanding of current New Product and Sustaining team structure and ability to harness understanding and existing relationships.
  • Ability to identify potential process weaknesses and able to provide corrective guidance and improvement recommendations. Able to drive complex problem solving strategies across functional organizations.
  • Long range strategic planning skills with the ability to articulate vision at team, managerial, and executive level.
  • Demonstrated ability to manage multiple programs / projects simultaneously; setting priorities and working independently under aggressive timelines.
  • Ability to represent eServices on various cross-functional teams.
  • Prefer BS or higher technical degree
  • 12+ years of related experience in a professional role with a Bachelor's degree

  • BPI skilled with Green or Black Belt certification or Six Sigma
  • Project Management Professional (PMP) Certification preferred
  • Prior experience in content development and/or knowledge management
  • Strong understanding of HTML & XML, SEO, Metadata, and writing for an online audience
Company Description:
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell's team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us?
Life at Dell means collaborating with dedicated professionals with a passion for technology. When we see something that could be improved, we get to work inventing the solution. Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members' health and wellness is our priority as well as rewarding them for their hard work.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.


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