Knowledge and LMS Product Owner, Amplify

• Previous experience working with Salesforce Knowledge or similar knowledge management systems
• Bachelor's degree, preferably in information services, information technology, computer science, business or related area
• Minimum of 5 years of recent experience as a Business Analyst / Product Owner
• Experience working in Agile development environments required
• Ability to contribute effectively within a fast paced, fluid environment
• Strong written and verbal communication skills to enable successful communications and interactions with a wide audience: IT, development, product management, operations, account support, vendors/partners, customers and management with a mix of in person, remote and offshore team members
• Demonstrated ability to successfully manage multiple projects with limited management oversight, including timelines, tasks, teams, group dynamics, etc
• Ability to work across several lines of business to achieve long-term organizational goals
• Critical thinking with strong analytical and problem-solving skills

Desirable

• Amplify seeks a Knowledge & LMS Product Owner to collaborate with business units, technology teams, and support functions to oversee the full lifecycle of Amplify’s knowledge management and Learning Management Systems (LMS)
• This includes contributing to the management of intranet platforms, corporate portals, communication and collaboration tools, internal and external content (such as product documentation and training materials), and driving the development of new features and improvements to support knowledge sharing and learning across the organization
• This role partners with other Product Owners within Business Systems and directly interfaces with engineering, QA and operations experts to represent the voice of the customer/user and is responsible for defining, documenting and clearly articulating requirements to the delivery team
• Serve as subject matter expert on selection, management, design, enhancement, and delivery of LMS and knowledge management strategies. This includes addressing key business challenges such as improving information accessibility, ensuring effective content governance, optimizing content categorization and data organization, and creating user-friendly article/content workflows (including approval processes)
• Develop content governance standards and knowledge lifecycle management processes, including article standards, metadata, and a content feedback loop
• Continuously refine search optimization standards (synonyms, filters, etc) to maintain and improve the accuracy and relevance of search results
• Collaborate with Customer Support and other Product Owners to explore and implement AI-driven tools to leverage knowledge repositories across the enterprise to drive both efficiencies and quality improvement in our support processes
• Manage migration of data and content from legacy knowledge and LMS systems to corporate standards, such as Salesforce Knowledge
• Monitor, Identify, and resolve production issues within Salesforce Knowledge and other knowledge and LMS applications
• Understand company strategy and ensure our technology stack aligns with current and long-term goals
• Collaborate with other Business Systems Product Owners (e.g., Sales and Service, Marketing, etc.) to identify potential changes to upstream or downstream processes that impact Salesforce Knowledge or LMS systems
• Collaborate with Sales, Marketing, Supply Chain, internal support, Customer Experience teams, and leadership to define and prioritize the product vision, strategy, and roadmap, deploying new features, improvements, and bug fixes based on business feedback, priorities, and enterprise goals
• Lead the creation of functional specifications in collaboration with product management and engineering teams by maintaining a prioritized and refined backlog. Communicate effectively to participate in managing product development and delivery within the Scrum team following Agile practices
• Work closely with development and system administration teams to develop process and technical solutions, while ensuring product features are delivered on time and meeting high-quality standards with appropriate documentation and controls
• Conduct research and respond to questions in regards to system functionality. This function will support new development initiatives as well as bug fixes and system patches
• Support, create, open and sponsor projects related to improvements/enhancements in area of ownership (both technical and business related)
• Work with project teams to build and manage product documentation, organizational change management needs, training plans, and other supporting materials
• Collaborate with Business Analysts to create IT requirements to drive changes and enhancements in user story format. Solidify requirements by analyzing documentation, hosting interviews and conducting research
• Plan, facilitate, and monitor User Acceptance Testing (UAT) for all initial implementations, future improvements, and system upgrades
• Establish and monitor performance metrics, providing related reporting to product management and executives to communicate project status, including usage, content effectiveness, and user engagement
• Measure and analyze product performance and organizational feedback to identify areas for process improvement and to inform future product development plans