| 微软亚太区全球技术支持中心 [此公司所有职位] |
工作地点：上海 |
发布日期：2008-11-15 |
工作年限：1年经验 |
薪水范围：面议 |
学历要求：本科 |
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职位要求／职位描述 |
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职位类别： 计算机软、硬件/互联网/IT 工作地点： 上海 发布日期： 2008-07-10 工作经验： 1-3年 最低学历： 本科 管理经验： 否 工作性质： 全职 招聘人数： 若干 职位描述/要求： JOB DESCRIPTION: Do you want to partner with global business owners and explorer the new content business? Can you drive processes execution and influence different stakeholders? Interested in figuring out the core knowledge from complicated product bugs and share out with technical articles to the customers as well as internal engineers? If so, you may consider join the APGC-China Backend Content Team as a Knowledge Engineer. Key Accountability: Draft technical details of Hotfix KB articles and work with global EE (Escalation Engineer) and CPM (Content Project Manager) to triage hotfix KB article. Keep high quality and improve from customer feedback. Work with PFA (Product Feedback Analyst), GSA (Global Service Automation) and support to develop high quality content from the solutions of the support incidents. Maintain focus on overall business impact while choosing where to focus time and efforts to maximize ROI. Develop and maintain a global perspective ensuring that all regions benefit from content improvement efforts. Partner with SPM (supportability program manger), business leaders, GSA, UE (User Education), and support staff to understand where content improvement opportunities exist. Develop improvement plans to address content needs with other team members. Drive the execution of content improvement plans and initiatives. Assistant TM in the development of content readiness plans. Effectively exercise cross group ownership of complex projects and processes. Position Requirements Knowledge engineer role requires desire to directly impact the quality, availability and search ability of content. This role will play very important role to identify potential content opportunity and be responsible for the design and implementation of content plans. The individual should be a support professional with at least 1 years support experience who can demonstrate aptitude of deep technical understanding of a product. This role needs deep understanding of problem resolution, customer pains and engineer knowledge learning content and process. The individual should be very familiar with one or more Microsoft developer products, such as Visual Studio, ASP.Net, BizTalk, IIS, Com+, Windows Embed system. The individual should be very familiar with the whole process from filing bug till releasing hotfix. Prefer the person who filed bug and worked with the product Sustained Engineering team. The individual should be very familiar with all types of content, including KB (Knowledge Base), trouble shooter and other types of content. The individual should have great team work to work with GSA, SPM and supporting group to identify potential problems and drive engineer facing content improvement. Excellent communication skill is a must-have skill set for this position. The individual should have basic project management skills to manage or lead a project, making plan, driving the progress, self motivation communicate with key stakeholders and risk management. The individual should be able to put report together with deep understanding of content work and the impact on support business. 联系方式： E-MAIL: gtscshhr@microsoft.com .
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