Knowledge Base Administrator

Knowledge Base Administrator

 

SonicWALL is looking for a knowledge base administrator to join our Sunnyvale Support team.  Founded in 1991, SonicWALL, Inc. designs, develops and manufactures comprehensive network security, secure remote access, and continuous data protection solutions.  Offering both appliance-based products as well as value-added subscription services, SonicWALL’s comprehensive solutions enable organizations to secure deep protection without compromising network performance.  SonicWALL is a recognized global leader in the small and medium business markets and its solutions are deployed in distributed enterprise environments, government, retail point-of-sale and healthcare segments as well as through service providers.

 

RESPONSIBILITIES

· Use industry best practices to lead design and development of knowledge base structure and user interface for both customer-facing, self-help, online knowledge base and agent-facing, internal troubleshooting knowledge base.

· Work with project managers to create project plans for knowledge base development and ensure major milestones are completed on time and within budget.

· Gather and organize input and information from and facilitate communication and interaction with appropriate subject matter experts from various technology groups to obtain and refine content for the knowledge base.

· Develop appropriate business processes around knowledge base updates and maintenance. Assist in development of appropriate style guidelines for knowledge base content.

· Working both individually and with other members of the interactive systems team and subject matter experts, edit and publish new content to knowledge bases, using correct spelling, grammar, usage and style and assuring that such content is error-free, timely and of the highest quality possible. Maintain and update existing knowledge base content to ensure accuracy and timeliness of all knowledge base information.

· Work with members of the technical groups and third-party consultants to leverage existing tools within knowledge bases and integrate such tools with knowledge base content.

· Participate in development of custom reports on usage and effectiveness of knowledge bases and produce and distribute such reports to appropriate parties on a monthly basis.

· Assist in integration of knowledge base with other Customer Relationship Management (CRM) tools and applications.

· Coordinate with the training department to disseminate information on new or improved knowledge bases and related content.

·  Assist in administration of knowledge base server software and user management for contributors.

· Facilitate cross-training and knowledge transfer on knowledge base management and administration to other members of the interactive systems team and contributors, as appropriate.

· Research and recommend upgrades to knowledge base software, assisting in planning for and implementation of such upgrades. Pursue a Total Quality Management (TQM) approach to development of knowledge base content, through which such content is continually refined and improved to meet and exceed the needs of customers.

· Perform all other duties as assigned.

 

REQUIREMENTS

· Excellent customer service/computer technology skills required.

· Extensive knowledge of and previous experience writing HTML required.

· Excellent verbal & written communications skills required.

· Two years experience with commercial knowledge base management software required.

 

EDUCATION AND EXPERIENCE

· Four-year college degree, work in progress toward a degree or equivalent work experience is required.

· Computer science, journalism or related degree preferred.

 

SonicWALL is looking for talented individuals who want to work in cutting edge technology with a dynamic, fast growing company. If you have what it takes to thrive in this fast paced environment and you meet the minimum requirements for this position, please contact us. We’d love to hear from you!

SonicWALL, Inc. is an equal opportunity employer dedicated to affirmative action and workforce diversity. SonicWALL offers great benefits, including paid vacation, 401K, health and dental, stock and a challenging and fun work environment.

 

Visit our website at www.sonicwall.com for further information regarding our company and its products.

 

ADDITIONAL INFORMATION

Position Type: Full Time, Employee

Location: Sunnyvale, CA

Ref Code: KR-KBA-SV

Contact Information

Human Resources

jobs@sonicwall.com

SonicWALL, Inc.

1143 Borregas Avenue

Sunnyvale CA 94089-1209

Fax: 408.745.9073