PURPOSE OF THE FUNCTION
Entry level Knowledge Enablement Coordinator translating and communicating changed or new business information to operational departments, client departments and / or end customers.
The Knowledge Management Coordinator supports quality and communication standard. All with the aim of optimising information supply, processes and quality and by that achieving operational excellence.
KEY RESULT AREAS
1. Collecting, judging and transforming business content
Collect, judge and transform changed or new business content information into the proper formats and media for receiving parties in the most effective and efficient way.
Analyse and monitor current operational processes and procedures.
Discuss with the Knowledge Enablement Function Lead (KE Function Lead) possible changes in operational processes and procedures.
Judge incoming information on relevancy, usefulness and correctness.
Actively collect all relevant information from customers, vendors and / or Juniper departments.
Transform incoming information into the proper format and media for the receiving party (internally or externally).
Ensure completeness, consistency and coherency in all communication and media.
Meet agreed deadlines and quality levels for information delivery.
Develop and maintain a good relation with customers, vendors and / or Juniper departments.
2. Knowledge Enablement
Keep all operational, quality and communication procedures and the accompanying media up to date and in line with knowledge management tools to support operational excellence in the most effective and efficient way.
Keep up to date with changes in operational processes and procedures.
Actively collect procedure and media changes and judge them on relevancy, usefulness and correctness.
Keep all procedures of operational tasks and own tasks up to date in the form of process mapping.
Keep all media (e.g. SharePoint, Core, etc.) within Knowledge Enablement responsibilities up to date by implementing collected changes.
Meet agreed deadlines and quality levels for procedures and media updates.
Participating in projects
Actively participate as a team member in different kinds of projects on behalf of the team. As team member supports the creation, execution and communication of all relevant procedures and tasks to contribute to the reaching of the project goals at the agreed time, quality levels and budgets.
Ensure understanding of the project goal.
Actively collect and judge information on relevancy related to policies and procedural impact.
Asses the impact on operational procedures and the required changes and advise the Project Manager and KE Function Lead of this impact.
Participate in transforming collected information into complete and workable media.
On approval of the Project Manager implement the required project related communication and media and or actions / changes related to policies and procedures.
Meet agreed deadlines and quality levels for output of information and procedure updates.
4. Continuous improvement
Signal and take action upon malfunctions in processes and procedures and propose improvements.
Analyse and decide whether or not an incoming question is caused by a malfunction of a system, procedure issue, process issue, website or interface between a website and the reservations system.
Provide necessary information when reporting a process or system improvement.
Propose improvements in processes and procedures for efficiency.
Participate in a constructive manner in improvement sessions / activities / projects.
KNOWLEDGE / EXPERIENCE
Minimum 5 years directly related experience, with preference to experience in contact centre and customer relations environment, experience in a telecoms or networking related environment.
Higher vocational think and work level
Fluent in English (written & spoken)
General understanding of CRM systems
Knowledge of Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio)
Experience with knowledge editing, web pages (content management) is a preference
Teamwork Cooperating and working well with others in the pursuit of goals.
Adaptability Ability to easily adapt to new and changing demands and circumstances and ways of working. Being open to change and willing to align.
Analysis & problem solving
Actively seeking information from diverse sources, analysing it in a way that central and side issues are unravelled and formulating pragmatic solutions to problems.
Communication skills Communicating written and / or verbally in a clear, fluent, concise manner understood by others.
Cross functional awareness Having insight into the various departments and processes and the relationships between them and taking this into account for changes.
Customer service orientation Providing a prompt, efficient and engaged service to customers (clients, customers, colleagues), that leads to the best possible result.
Drive & execution Being enthusiastic and committed in getting a result, ensuring that important goals are achieved.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
ABOUT JUNIPER NETWORKS
Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking.
Our products and technology run the world's largest and most demanding networks today, enabling service providers, enterprises, and governments to create value and accelerate business success.
Everyday our 9,000+ colleagues come together across 46 countries to realize our company vision - Connect Everything, Empower Everyone.
We are innovating in ways that empower our customers, our partners and ultimately, everyone, in a connected world. These customers include the top 130 global service providers, 96 of the Fortune 100 and hundreds of public sector organizations.
WHERE WILL YOU DO YOUR BEST WORK?
Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bangalore, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected.
We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people.
The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work.
At Juniper we believe this is more than a job - it's an opportunity to help change the world...