Sales Ops Business Services Specialist

2 months ago

Vancouver, Canada SAP Full time

**We help the world run better**

**About the team**:
The Virtual Customer Engagement Practice (VCEP) is a team that drives a global, outcome-focused CSS Front Engagement model to drive customer success at scale. We have two distinct motions: Proactive engagement via Virtual Customer Success Partners (vCSP) - assigned to a territory, and Tech Touch -automated and unassigned to a territory. The SCALE Segment of customers is large and growing. Over the past years, we have experienced hyper-growth and steady expansion in customers, employees, and scope.

The **Knowledge Management Scale Specialist** is responsible for improving access to knowledge and connecting VCEP employees with the information they need to support customer success at scale across all SAP Solution Areas globally. Optimizing the information architecture to enhance usability and productivity is key. You will work closely with stakeholders to maintain consistency at a global scale and align the knowledge management strategy with their vision. You will be responsible for owning the information architecture, the overall structure of the knowledge management platform, and ongoing governance and maintenance to maximize utilization. You will directly impact employee experience while bringing an interest in business transformation and the evolution of our post-sale digital motion.

**PRIMARY RESPONSIBILITIES**
- Define the knowledge management strategy and maintain high-quality, up-to-date, and searchable content for audiences of varying skill levels.
- Develop the knowledge management infrastructure using leading knowledge-sharing tools with accessible navigation, taxonomy, and information architecture.
- Handle ongoing maintenance, curation, and updates of the knowledge library.
- Lead, coach and develop a team of authors from each focus area.
- Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.
- Handle ongoing communication to internal stakeholders related to knowledge management updates.

**EXPECTATIONS AND TASKS**:

- ** Define the content/knowledge management strategy**:

- Lead the content architecture and strategy
- Develop, audit and maintain high-quality content for employees
- Coordinate and support the operational and strategic initiatives of the digital segment
- Present analysis & recommendations for business cases to senior management
- Incorporate the regional and cross-functional nature of the Virtual Customer Engagement Practice.
- Anticipate, plan and execute on continuous improvement, change management for Knowledge Management modification.

**PROFILE**
- Fluent in English
- Facilitator
- Multi-tasker
- Entrepreneurial
- Efficient with limited resources
- Strong communicator
- Confident in managing up, down and across

**EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES**
- Bachelor’s Business Administration, or a related field of study

**We build breakthroughs together**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 344427 | Work Area: Sales Operations | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

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