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KCS Specialist

Position Description: 

Okta Support is looking for a KCS professional to assist in facilitating and coaching Okta Support’s Knowledge Centered Service (KCS) program. In this role, you will oversee and execute activities related to the newly established KCS program, including, but not limited to: KCS coaching, development and continuous improvement of the content standard, content analysis, workflow, collaboration, and information dissemination. You will also assist in the capture and maintenance of documentation following a Knowledge Centered Support (KCS) model to enable Okta Support team members and Okta customers. The candidate should have a solid foundation in both technical writing and technical troubleshooting, a passion for actionable and well organized documentation, and a capacity to discover, learn, and implement Okta's technologies independently.  

Job Duties and Responsibilities: 

  • Operate as a champion, evangelist and ambassador for KCS. 
  • Establish and monitor metrics to drive the rollout, adoption, quality and success of the program 
  • Support development of staff, consultants, and key partners and on all aspects of knowledge management and KCS principles 
  • Acts as a change agent to educate, engage, support, and drive necessary performance improvements for Self-service and the KCS Program, including monitoring content and program effectiveness and identifying needs and areas for improvement, initiating projects to determine best practices, and implement decisions 
  • Collaborate with Support and Services leadership, Business Systems, Development and Documentation leaders to ensure effective implementation that aligns with overall business processes and remove barriers to adoption. 
  • Collaborate with Support and other internal team members to develop Support content and knowledge base articles covering all aspects of working with the Okta platform including implementation, maintenance, troubleshooting, and theory/concepts 
  • Provides advanced oversight and mentorship for KCS Coaches 
  • Provides KCS training, and assists in the fundamental development and maintenance of the coaching program; requirements gathering and prioritization for tool and process improvements; content standard updates and communication. 
  • Evolve content based on demand and usage. In particular, chaining together multiple discrete articles into ‘Guides’ and ‘Playbooks’ 
  • Develop the Knowledge Base with Okta's collective experience to-date 
  • Identify Knowledge gaps through Case review, Community review, and direct implementation of Okta technologies 
  • Where necessary, perform systems testing to establish and document functionality not yet captured elsewhere   

Required Knowledge, Skills, and Abilities: 

  • KCS Practices v6 (or earlier) Certification 
  • 6+ years previous experience working in a large technical support or customer support operation, preferably in the software industry 
  • Bachelor's degree in a technical field or equivalent experience 
  • Experience in documenting swiftly evolving, dynamic software 
  • Ability and track record of helping to develop and maintain documentation standards and internal style guides 
  • Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them. 
  • Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines. 
  • Ability to learn new technologies quickly 
  • A focus on quality and detail 
  • Strong Customer Advocate mentality 
  • Ability to handle multiple tasks in a fast-paced, Enterprise tier environment 

Preferred Skills

  • ITIL certification is a plus 
  • Experience documenting code and scripting in a syntactically actionable fashion 
  • Familiarity with security or identity management industry is a strong plus. 
  • Experience with, or understanding of, large scale software deployments 

 Okta is an Equal Opportunity Employer. 

 #LI-SS1 

 

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Okta
The foundation for secure connections between people and technology

Okta is the leading provider of identity for the enterprise. The Okta Identity Cloud connects and protects employees of many of the world's largest enterprises. It also securely connects enterprises to their partners, suppliers and customers. With deep integrations to over 5,000 apps, the Okta Identity Cloud enables simple and secure access from any device. Thousands of customers, including Experian, 20th Century Fox, LinkedIn, Flex, News Corp, Dish Networks and Adobe trust Okta to work faster, boost revenue and stay secure. Okta helps customers fulfill their missions faster by making it safe and easy to use the technologies they need to do their most significant work.

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