F5 jobs - Knowledge Domain Engineer II

Job Description

Our Employees

Are valued and empowered, collaborative and team-oriented, innovative in their approach and passionate about their work. They are reliable, transparent and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mentality.

The Technology Services Knowledge Engineer is a key contributor to the knowledge practice within Technology Services. The Knowledge Engineer works with SMEs (Subject Matter Experts) to build high-quality solutions for customer and Support self-service. The Knowledge Engineer is involved in the training and mentoring of Technology Services staff in the effective use of the knowledgebase tools and creation of solutions. They will also be engaged in the active analysis of searches, critical issues, knowledge usage, and case trends to identify areas where knowledge needs to be created and improvements to knowledge tools. The overall mission of the Knowledge Engineer is to promote usage of the knowledge base(KB) tools and a Support culture that creates and uses knowledge. In that part for the role, may design procedures and processes for feedback on the KB tools and processes.

Primary Responsibilities

• Responsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies.
• Deliver training as needed to users of the knowledge base system. This includes new users, users advancing functional roles within the KB system, and users needing mentoring at their current level
• Work with Technology Services managers to achieve KCS (knowledge-centred Service) success within their teams and evangelize and promote KCS to Technology Services and other F5 teams
• Create and utilize analytics to track trends for search tuning, Support adoption, and identifying knowledge gaps within the KB
• Working with the Core Services team to improve the responsiveness of the KB to guided search.
• Take an active role in team projects, proactively recommending and assisting with the development of new initiatives.
• Evaluate KCS training materials and processes in relation to business objectives and collaborate with the team to make improvements
• Create, modify and publish knowledge solutions.
• Performs other related duties as assigned.
  

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

Knowledge, Skills And Abilities

• Previous experience/in-depth understanding of technical support case management processes.
• Familiarity with Windows 10 and macOS operating systems
• Advanced understanding and promotion of end-user technology standards for hardware, OS, core applications, and peripherals.
• Working knowledge of directory services (LDAP, AAD, AD) and M365 stack.
• Ability to train and mentor other employees
• Ability to convey sophisticated technical information in a clear and concise manner
• Evidence of building strong internal/external relations within a team environment.
• Experience with Information Technology Infrastructure Library (ITIL),Knowledge Base applications, knowledge-centred Support, ServiceNow, MS Office, a plus
  

Qualifications

• Familiarity with knowledge management systems a plus
• 2+ years of customer service experience
• BS degree in an applicable field with 2 years relevant experience or;
• 3+ years of relevant technical/ professional experience without a bachelor’s degree
• KCS Practices Certified
  

F5 Networks, Inc. is an equal opportunity employer and strongly supports diversity in the workplace.
The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change