Product Knowledge Lead
Job Summary
Job Description
The Product Knowledge Lead, internally titled Business Systems Analyst, is a visionary IT Analyst responsible for driving product proficiency and adoption within Sitetracker's Research and Development (R&D) organization. This role involves being a proactive enablement leader and subject matter expert, moving beyond traditional documentation to strategically equip the R&D team and downstream consumers with critical knowledge to master Sitetracker's product suite. The mission is to eliminate internal friction, accelerate feature adoption, and elevate product proficiency across the organization. This high-visibility role directly influences the success of a sophisticated, enterprise-grade software solution, impacting the efficiency and effectiveness of the entire Sitetracker organization through collaboration with R&D and key stakeholders.
Must have:
- Product expertise & systems analysis
- Strategic enablement & adoption ownership
- Analytical & problem-solving acumen
- Cross-functional collaboration & communication
- Autonomous execution & data-driven decision making
7 skills required
Job Details
The Opportunity
The Product Knowledge Lead, Internally titled Business Systems Analyst isn't your average "IT Analyst" role. We're looking for a visionary “IT Analyst” who will be the driving force behind product proficiency and adoption within Sitetracker's dynamic Research and Development (R&D) organization.
In this role, You will be a proactive enablement leader and a deep subject matter expert, moving beyond traditional documentation to strategically equip our R&D team and downstream consumers with the critical knowledge needed to master Sitetracker's product suite.
Your mission is clear: eliminate internal friction, dramatically accelerate the adoption of new features, and elevate product proficiency across the entire organization. This high-visibility role offers the unique chance to directly influence the success of a sophisticated, enterprise-grade software solution that is mission-critical for leading organizations, directly impacting the efficiency and effectiveness of the entire Sitetracker organization through close collaboration with R&D and key stakeholders
What You'll Do
As our Business Systems Analyst for Product Enablement & Adoption, you will seize ownership of our product narrative and knowledge dissemination strategy. You will be the architect of understanding, ensuring that the products in your tech stack are not just understood, but truly valued and effectively leveraged both internally and externally. You are not just an educator; you are an evangelist, spearheading end-to-end enablement initiatives and owning the outcomes.
- Strategic Knowledge Framework: Design, launch, and continuously evolve a comprehensive product knowledge framework that ensures our internal teams are not just informed, but fully empowered with deep understanding of our product features, benefits, and diverse use cases.
- Platform Tool Mastery & Evolution: Maintain and optimize the tools and processes essential for keeping our platform knowledge current, highly functional, and perfectly aligned with product evolution.
- Content & Narrative Leadership: Oversee the creation of all product-related content, from in-depth admin guides and FAQs to concise product cut sheets and essential release notes. You'll be the ultimate arbiter of accuracy, consistency, and strategic messaging across all channels.
- Cross-Functional Communication & Alignment: Architect and facilitate highly effective internal communication strategies that keep all departments seamlessly aligned with product developments and critical updates.
- Empowering Go-to-Market Teams: Partner directly with sales, marketing, and customer support to significantly enhance their product understanding and elevate their communication prowess, transforming them into product champions.
- Driving Business Impact through Knowledge: Champion product enablement from product management, bridging engineering, sales, and marketing teams to align product knowledge strategies directly with overarching business goals.
- Feedback-Driven Evolution: Establish robust mechanisms to proactively gather feedback from diverse stakeholders, meticulously incorporating these insights to continuously refine and elevate our product knowledge materials and strategies.
- End-to-End Program Ownership: Independently own and flawlessly deliver all required documentation, training materials, and enablement components for an entire Program Increment (PI), from conception to completion.
- Deep R&D Partnership: Cultivate and maintain strong, collaborative relationships with each assigned development team, proactively embedding yourself in their processes to anticipate and address enablement needs before they arise.
The Skills You'll Have:
- Product Expertise & Systems Analysis:
- Understand complex software products (like Sitetracker and Salesforce), analyze system functionalities, and translate technical intricacies into actionable insights.
- Be the "undisputed expert" on assigned product modules and understanding business implications, including how it functions and how it's used to identify enablement opportunities and solve adoption challenges.
- Strategic Enablement & Adoption Ownership:
- Be a proactive leader who doesn't just create content but designs and executes comprehensive enablement strategies.
- Own product proficiency, driving adoption outcomes, and delivering measurable improvements in usage.
- Design solutions for knowledge transfer and actively overcoming adoption barriers.
- Analytical & Problem-Solving Acumen:
- Quickly understand complex features and user behavior, identify root causes of adoption barriers
- Have the ability to analyze current processes for gaps and proactively lead initiatives
- Exceptional Cross-Functional Collaboration & Communication:
- Build strong, collaborative partnerships across R&D, Sales, Marketing, and Support.
- Lead effective communication with development teams to gather requirements and with business stakeholders to drive understanding and adoption
- Autonomous Execution & Data-Driven Decision Making:
- Be highly self-managed, taking full ownership of initiatives and driving them to successful outcomes.
- Use metrics to understand content efficacy and adoption rates, constantly seeking improvements, indicating a data-driven approach to their work.
Within 90 Days, You'll:
- Achieve "Sitetracker Certified" status through our comprehensive certification program.
- Rapidly immerse yourself as a Sitetracker product expert, actively participating in training, exhaustively reviewing help content, and exploring every module within Sitetracker.
- Begin shadowing customer implementations to cultivate deep empathy and understanding of our customers' journeys, proactively identifying critical documentation and enablement gaps to optimize onboarding.
- Forge strong relationships across Engineering, Product, Marketing, Solution Delivery, and EDU teams, proactively identifying content gaps and workflow improvement opportunities.
Within 180 Days, You'll:
- Become the undisputed subject matter expert for all new features and enhancements delivered by your assigned tech stack.
- Lead the complete overhaul and strategic rewrite of our existing Knowledge Management documentation into a cutting-edge wiki-style format, integrating your suggested improvements, voice, and style.
- Become Salesforce Admin Certified
- Develop and rigorously apply a hierarchical document tagging system that dramatically streamlines the end-user experience for searching and consuming resources.
- Continuously deliver impactful new documentation and enablement materials that directly support the successful launch of new features and service packs.
- Efficiently manage and prioritize incoming requests from stakeholders for new documentation and updates, ensuring timely and effective delivery.
Within 365 Days, You'll:
- Proactively monitor and report on the adoption of technical documentation, leveraging data insights to drive continuous content improvements.
- Report on the measurable efficacy of your enablement efforts, consistently receiving high ratings and positive feedback on all engagements with internal stakeholders.
- Successfully deliver a high-impact, public-facing product enablement session, showcasing your expertise and leadership.
- Identify and articulate additional resources needed to strategically grow our documentation and enablement practice, scaling your successful efforts across the organization.
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