.**Join Quantum and be part of our growth in Guadalajara, MX! We've recently opened our newest office and are excited to build a localized team. **You must live in or near Guadalajara, MX to be considered for this role, but offer a remote and/or hybrid working model.**What You'll Be Doing**:- Drive the Services Knowledge Management Program.- Combine, revise, and organize current articles into new knowledge based (KB) workflow.- Design and own the architecture for the overall knowledge base and expert system implementation.- Create templates to ensure information extracted from engineers meet a defined style and consistent format.- Schedule regular reviews of the knowledge base to identify areas that need to be updated / expanded.- Create strategies to optimize the effectiveness of the knowledge base through key word searches, filtering, etc.- Review the structure of the knowledge base on a regular basis, to ensure that it reflects the needs of the business.- Provide regular training to users of the knowledge base and gather feedback on a regular basis.- Implement a feedback mechanism from customers to measure the quality and usability of the content as well as identify the needs for areas of improvement.- Responsible for the analysis of social networks and formation of communities of practice within the organization to improve effectiveness of KB.- Create programs to encourage the staff and workers to share knowledge effectively and efficiently.- Create and manage Knowledge Management Dashboard that includes all relevant metrics like call deflection, number of hits, etc.**Required Skills**:- Degree in Computer Science or similar/equivalent educational qualifications with at least 5 or more years of experience in technical writing or managing knowledge base.- A post graduate degree in Knowledge Base Management is a plus.- Previous experience in implementing and managing a knowledgebase system in the high-tech industry with demonstrated results and background in the Knowledge-Centered Service (KCS) methodology preferred.- Strong time management / prioritization skills.- Excellent communication skills - both written and oral.- Strong written English language skills.- Organized and attention to details.- Ability to work with mínimal supervision and develop, implement, and maintain effective strategies to accomplish identified goals.- To succeed you need to be customer focused, passionate, and a self-starter who is not afraid to be creative and take risks.- Ability to drive and motivate an international team of customer support, engineering, and professional resources to create content.- Be innovative in your approach to the challenges presented and solutions delivered.Quantum provides a benefit package that includes Major Medical, Dental, and Vision healthcare coverage that is company paid for employee and dependents. In addition, we offer a generous vacation and vacation premium policy, and company paid holidays