Technical Program Manager - Knowledge Management

SailPoint is seeking a Technical Program Manager to oversee and enhance our Knowledge Management and Community Services functions, focusing on capturing, organizing, and disseminating the knowledge in our knowledge base, blogs, and forums effectively while ensuring the success and satisfaction of the Community. The ideal candidate will have a strong background in knowledge management, eagerness to learn, and exceptional program management skills, with a focus on developing and maintaining our knowledge across all our platforms. The Knowledge Management Program Manager will also learn and master our Identity Security Cloud products and use these skills to enhance the community user experience. This role will require a blend of technical expertise and strategic thinking to ensure our knowledge management is efficient, scalable, and value-driven. 

Responsibilities:  

• Build relationships and partner with cross-organizational stakeholders, including Technical Experts, Product Managers, Engineering, Customer Support, and others. 
• Drive the program plan across all phases of the knowledge management program lifecycle to build and enhance our knowledge. 
• Utilize our platform, tools, and processes to make our knowledge more useful, trusted, and findable. 
• Analyze program KPIs to track, measure, and report on program success and outcomes. 
• Proactively monitor and optimize our knowledge content and processes, addressing any concerns with leadership as they arise.  
• Establish, enforce, enhance, and document knowledge management policies, processes, and workflows. 
• Identify knowledge opportunities that align and enhance our content delivery. 
• Coach content contributors on publishing best practices and systematize regular content updates and improvements. 
• Triage and resolve content support tickets. 

Requirements: 

• 3+ years of experience in knowledge management or related field. 
• Good understanding of knowledge management and project management methodologies. 
• Strong organizational and multitasking skills. 
• Ability to work effectively in a team environment. 
• Excellent communication and interpersonal skills. 

Preferred: 

• Bachelor's degree in computer science, engineering, or a related field. 
• Experience with managing knowledge programs. 
• knowledge-centered service (KCS) certification. 
• Experience with Identity Management. 
• Familiarity with cloud computing technologies. 
• Experience with SailPoint Identity Security Cloud or SailPoint IdentityNow.