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Toronto, ON

Knowledge Management, Manager

Toronto, ON (view on map)

Posted 1 month ago

Job Description

Knowledge Management, Manager

Equinix is the world’s digital infrastructure company, operating 240+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment. that is foundational to our core values as a company and is vital to our success.

Job Summary

The Knowledge Management Manager is responsible for updating and maintaining Equinix’s knowledge management systems supporting Sales and Customer Care to provide accurate and relevant content that empowers users to find solutions independently. This includes acquiring, documenting and structuring knowledge in a way that is understandable to both humans and systems, with a keen focus on user experience.

The ideal candidate must be able to build relationships with a broad set of subject matter experts and stakeholders, as well as work well independently. This individual must be passionate about working within a knowledge management environment and making information easily accessible and understandable.

Success in this role requires an in-service mindset, comfort with ambiguity, natural curiosity, and a willingness to share a different perspectives and best practices.

This is an individual contributor position that reports to the Director of Knowledge Management, within the GTM Readiness organization.

Responsibilities

• Create and maintain content that succinct and actionable and tailored by audience.
• Conduct research with users and stakeholders to understand the current state of KM and gather feedback
• Audit and inventory content to make recommendations for future readability, suitability, and findability
• Analyze metrics to assess the impact of knowledge sharing efforts, to identify areas for improvement, refine processes, and implement changes to optimize knowledge management practices within the organization.
• Apply human-centered design principles to define, design, prototype and implement processes for managing tacit and explicit knowledge.
• Enforcement of the information lifecycle within the content management systems and repositories.
• Integrate enterprise taxonomies into knowledge management solutions to facilitate search, discovery and analysis.
• Engage knowledge management champions in the application and adoption of knowledge management standards and practices.
• Provide training and coaching to content contributors to support knowledge management standards of excellence.

Qualifications

• Bachelor’s degree, or equivalent work or military experience
• 5+ years' experience in Knowledge / Information management or a similar role.
• Strong project management skills
• Experience with knowledge management supporting go-to-market functions, especially customer care
• Experience in change management, practice and principles.
• Understanding of asset management within a content management platform
• Experience with Search Engine Optimization platforms is recommended
• Knowledge management certification is required

Skills

• Strong relationship-building and influencing skills
• Excellent verbal and written communication skills with the ability to interact effectively with technical Subject Matter Experts, internal teams and management at all levels.
• Deliver on time, pays attention to detail and proactively solves problems.
• Fast learner that can navigate ambiguity and manage multiple projects in a fast-paced environment.
• Critical thinking, problem solving, and active listening skills, exceptional project management skills

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.