Job description

To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

What You'll Do

The Data Analyst for Customer Experience Programs is responsible for evangelizing KCS (Knowledge Centered Service) methodology and maintaining the knowledge base for a growing team of 1000+ Global Juniper support team members.

Responsibilities

Provide KCS coaching to the entire Support colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program
Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with technical documentation team to align article content with training materials and ensure accuracy
Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates
Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams
Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes
Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives
Provide backup support for the Juniper IT team and ensure the successful implementation of knowledge strategies across the organization

Qualifications

KCS (Knowledge Centered Service) v6 Practices certified
Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate
Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management
Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results
Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment
Capable of managing and executing projects independently while adhering to established knowledge management processes
Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment
Program management skills, including ability to identify risks/opportunities and create mitigation plans
Analytical and critical thinking and data savviness
Knowledge of Juniper products and technology
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