IT Support & Knowledge Management Coordinator (Hybrid)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewOur IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change, but who accelerate it.
Job Description

The IT Support & Knowledge Management Coordinator is a full-time employment opportunity within the IT Workplace Technologies team at Motorola Solutions. The Support & KM Coordinator is responsible for overseeing knowledge & documentation related activities, including managing the flow of support information, maintaining up-to-date assets, improving employee experience, and facilitating self-help workflows. Ideal candidates possess skills such as great leadership, effective communication, problem-solving, coaching and teamwork. These skills will aid in promoting a culture of knowledge-sharing that is enabled through guidance and learning. As KM coordinator, you will be well-equipped with knowledge database features, functionality and be able to communicate this to teams effectively. In addition, this role will promote regional & global employee engagement across all Workplace Technologies tools (Google Workspace, LumApps Social Intranet, ServiceNow, Chromebox & AV support) and would be responsible for providing insightful advice and friendly, hands-on technical support to all employees.

Scope of Responsibilities / Expectations

• Promoting collaboration and knowledge sharing through defining, supporting and encouraging the use of knowledge to employees of all skill levels and roles

• Ensuring that knowledge assets are up-to-date, user friendly, and easily accessible

• Helping capture new knowledge with the usage of a knowledge database

• Monitor progress by leveraging ticket analytics to identify new asset opportunities, and assess the impact, engagement, functionality and effectiveness of existing assets

• Liaison across multiple IT teams, including Techstop, Service Desk, ServiceNow, Google, LumApps, and AI development teams

• Participate in Information Services projects providing guidance and assistance with knowledge creation.

• Uses knowledge assets to improve user experience & foster the adoption of user self help & ticket deflection

• Assisting our path to AI by coordinating assets for LLM training

• Providing relevant coaching, training and support to champion a knowledge management culture

• Willing to take up different roles, tasks and lead in any team’s project or initiatives.

• Providing on-site support for critical executive support needs (including Townhalls, Google support, Chromebox/AV issues, etc)

Desired Background/Knowledge/Skills

• Experience with end user support, database management, and support ticket workflows.

• Understanding of Google Workspace

• Experience with support documentation creation

• Understanding of Chromebox’s Functionalities, Setup and Support.

• Passionate about improving the end-user experience and end-user productivity.

• Strong analytical and problem-solving skills

• Ability to communicate effectively with others, both orally and in writing.

• Ability to maintain composure and customer focus while troubleshooting and solving technical issues.

• Proactive approach and enthusiasm for problem identification and solving.

• Self-guided and able to develop expertise in an area through various channels – read, take classes, network.

• Operational excellence with knowledge of ITIL practices

• Ability to suggest creative solutions.

Note: Candidate must be in the Chicago and Schaumburg office 3 days per week.

#LI-MP2

#LI-HYBRD

Basic Requirements

• Bachelors degree with 1+ years of customer support experience

Travel RequirementsNone
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].