Knowledge Domain Engineer

Work Flexibility: Remote or Hybrid or Onsite

COMPANY DESCRIPTION:

Why Technical Support at Stryker?

At Stryker we are dedicated to improving lives, with a passion for researching and developing new medical device products. Technical Support organization is part of Acute Care business unit and supports all products under the Vocera line of products. Vocera empowers integrated, intelligent communication for mission-critical workflows in healthcare, hospitality, energy, retail and other mobile work environments. Vocera is widely recognized for developing smarter ways to communicate that improve patient and customer satisfaction.

As a Knowledge Domain Expert at Stryker, you will be proud of the work that you will be doing, using cutting-edge technologies to make healthcare better. Here, you will work in a supportive culture with other incredibly talented and intelligent people, curating Knowledge Centered Support excellence for our industry-leading medical technology products. You will also have growth opportunities as we have a culture that supports your personal and professional development.

We are proud to be named one of the World’s Best Workplaces and a Best Workplace for Diversity by Fortune Magazine! Learn more about our award-winning organization by visiting stryker.com

JOB PURPOSE:

We are seeking a Knowledge Management Domain Engineer to build and own high-quality product domain support content within our Support Process Excellence organization.  This role will be key in the implementation of a Knowledge Management (KM) framework that will empower both employees and customers. Working with our Knowledge Program Manager, you will be handling internal and external content including Vocera help, knowledge bases, known errors, and more. This content is essential in enabling people to do their jobs without needing to contact support, and in enabling support, sales engineers, customers, and partners to efficiently discover information.

As a Knowledge Domain Engineer, you will have the opportunity to collaborate within the Support Process Excellence team and cross functionally and analyze data to create and improve knowledge articles, and monitor the overall health of product support knowledge within the Technical Support organization.  In addition, in this role you will share and encourage the adoption of Knowledge  Management best practices.

DUTIES AND RESPONSIBILITIES:  

• Responsible for the overall health of assigned product domain knowledge
• Create and publish knowledge articles to assist support engineers in resolving cases and to drive self service to customers
• Curation of support content including how to’s, FAQs and troubleshooting articles in adherence with the content management lifecycle
• Continuous improvement of content by conducting periodic audits and implementing action plans to ensure high-quality content for product domain
• Consulting with SMEs to verify and publish content for both internal and external use
• Act as a mentor to technical support engineers and supportability & escalation managers, assisting with the adoption of knowledge management best practices
• Adherence to content standards to ensure articles are easy to find and consume
• Utilize reporting and analytics to identify gaps in content and identify areas of improvement
• Identify and share success stories in the utilization of support content
• Collaborate cross functionally to improve content health, identify gaps, improve relevancy and accessibility of content

QUALIFICATION:

• 3+ years of experience in customer focused support role
• 1+ years experience writing product support documentation
• Bachelor’s Degree in a technical discipline
• Ability to translate highly technical information into written form that is understandable to customers
• Detail oriented and focused on quality of content
• Experience using data and analytics to drive decisions and formulate action plans
• Strong technical aptitude/affinity; experience working hand-in-hand with software, test, and/or system engineers.
• Must have experience with one or more of the following technologies:
  • Java, SQL (MySQL, PostgreSQL, MS SQL), Tomcat, Redhat Linux, Windows Server OS, technologies or protocols relating to medical communications such as HL7 & SIP.
• Thrives in a fast-paced environment with a high rate of change.
• Knowledge Management or Knowledge Centered Support (KCS) experience a plus

Travel Percentage: 10%