Knowledge Consultant Job Vacancy in Verizon Colorado – Latest Jobs in Colorado

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Company Name : Verizon
Location : Colorado
Position : Knowledge Consultant

Job Description : When you join Verizon
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing…
Named one of Fast Company’s Most Innovative Companies and “Best Telecom Brand” in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry – and we’re having a lot of fun doing it.
Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness – disruption, innovation, and culture – while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at visible.com. We are Visible.
The Knowledge Consultant will be responsible for collecting, codifying, and communicating knowledge to ensure consistency across all Visible care representatives who contact us for support.
Build and deploy technology solutions and governance programs to improve the knowledge base using principles of knowledge-centered service (KCS) as a guiding methodology.
Evaluate and improve the access, understanding, and application of information in the knowledge base and apply learnings to improve communications and knowledge systems.
Become a subject matter expert and architect of our knowledge management systems who can manage the interrelated network of member and customer-facing facts.
Organize information to allow for efficient and intuitive access.
Redesign and continually iterate content to address customer care agent needs in order to better serve our members.
Write, revise, publish, edit, and archive information in the knowledge base that all of our agents depend on as a source of truth.
Manage the flow of information to customer care sites to ensure effective rollouts and adoption of new processes, procedures, and products.
Partner with Care team to conduct analysis and identify opportunities to improve the quality of customer care provided by customer care agents.
Work cross functionally to develop communication and documentation to support an ever-evolving suite of customer care tools and new feature releases.
Partner with Care team, product developers, program managers, and engineers to predict impacts to customers and care agents and proactively build content to manage change.
Where you’ll be working:
In this hybrid role, you’ll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Irvine CA, Basking Ridge NJ and New York City.
What we’re looking for…
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Experience writing technical, descriptive, and expository articles.
Experience applying principles of knowledge and change management to develop internal systems and processes.
Experience building and using information systems to maintain a healthy information lifecycle to organize and control the flow of information.
Experience and knowledge of Salesforce, Confluence and/or Jira (or comparable customer service/content management systems) and its knowledge management system.
Experience as an administrator of an internal workplace system.
Experience modeling complex business processes.
Even better if you have one or more of the following:
Bachelor’s degree in information systems, library science, communications, journalism, or related field.
Experience supporting organizations with effective internal communications, documentation, and knowledge management systems.
Experience collaborating with customer service operations and product management teams.
Experience with the challenges of managing organizational change.
Strong organization and planning skills.
Strong analytical skills.
Fluency with business process modeling notation (BPMN).
Experience facilitating group discussions to elicit and capture information.
Experience in telecommunications.
Certification or equivalent experience in knowledge management.
Compensation
Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a Colorado work location, the compensation range for this position is between $75,000 and $139,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.
Equal Employment Opportunity
We’re proud to be an equal opportunity employer – and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).

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