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https://globalknowledge.com
Global Knowledge
Global Knowledge
GlobalKnowledge.com is a comprehensive website offering a wide range of resources for professionals seeking to enhance their skills and knowledge in various fields. The website provides an extensive collection of training courses, certifications, and learning paths across numerous industries, including IT, cybersecurity, project management, cloud computing, and more. With a global reach, GlobalKnowledge.com offers flexible learning options such as on-demand courses and live virtual classrooms to cater to diverse learning needs and schedules. The website also features insightful articles, whitepapers, and webinars to stay updated with the latest industry trends and advancements. With its vast resources, GlobalKnowledge.com serves as a valuable hub for professional development and learning opportunities.
tuugo.infoFounded in 1995, Global Knowledge is the largest privately held provider of training, enterprise learning services and software solutions for information technology (IT) and management professionals.
The designation is geared toward those who design cloud infrastructures, reference architectures or deploy systems and applications on AWS.certwizard.comThe AWS Solutions Architect – Associate certification moved up two spots from Global Knowledge’s 2019 list to be among the top two most popular and lucrative cloud IT certifications.
Vice President, Customer Platforms ... Vice President, Sales, Enterprise &... eNPS i Global Knowledge’s Employee Net Promoter Score (eNPS) is -100, as rated by 5 employees.zoominfo.comThe technologies that are used by Global Knowledge are: Oracle GoldenGate, Oracle 11g, Oracle Real Application Clusters, Oracle Business Intelligence
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EncryptedSite is Encrypted
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CountryHosted in United States
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CityWashington, Virginia
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Latitude\Longitude38.7095 / -78.1539 Google Map
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Traffic rank#36,670 Site Rank
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Site age28 yrs old
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Site Owner informationWhois info
Website is Safe
Site is not blacklisted
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Founded1995
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Parent organizationSkillsoft
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Subsidiariesctc TrainCanada,Azlan Training Ltd.,Lerio,Developmentor
Traffic rank
#36,670
#36,670
Site age
28 yrs
28 yrs
Location
United States
United States
Popular Questions for Global Knowledge
Newest job postings for Global Knowledge
via Cary, NC - Geebo
posted_at: 3 days agoschedule_type: Full-timesalary: 20–28 an hour
Global Knowledge is the world's leading IT and business skills training provider. Offering the most relevant and timely content delivered by the best instructors, we provide customers around the world with their choice of convenient class times, delivery methods and formats to accelerate their success. Our business skills solutions teach essential communications skills, business analysis, project... management, ITIL service management, process improvement
Global Knowledge is the world's leading IT and business skills training provider. Offering the most relevant and timely content delivered by the best instructors, we provide customers around the world with their choice of convenient class times, delivery methods and formats to accelerate their success. Our business skills solutions teach essential communications skills, business analysis, project... management, ITIL service management, process improvement and leadership development. With thousands of courses spanning from foundational training to specialized certifications, our core IT training is focused on technology partners such as Amazon Web Services, Cisco, Citrix, IBM, Juniper, Microsoft, Red Hat and VMware. We offer comprehensive professional development for technologies like big data, cloud, cybersecurity and networking.
Founded in 1995, Global Knowledge employs more than 1,300 people worldwide and is headquartered in Cary, N.C. Learn more at www.globalknowledge.com.
Position Description
The Global Service Desk Manager role's primary function is to enhance customer satisfaction and enable GK team members worldwide by ensuring effective service delivery and issue management from the Global Service Desk. The GSD serves as a primary point of contact for all issues related to current IT services providing first touch resolution and serves as the escalation path to the engineering teams. The Global Service Desk Manager will partner with Managers of Infrastructure and Operations to ensure continuous improvement such that solutions are truly enabling our team members around the world to achieve at their highest potential.
Essential Job
Responsibilities:
Directs, develops and provides leadership to the Global Service Desk team, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups in Enterprise IT.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
Leverage global workforce to create a follow the sun support model to provide as close to 24x7 coverage as possible.
Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue.
Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manages process for communicating outage/emergency activities to the organization. Reviews survey feedback to improve services, tools and support experience.
Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable
Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions.
Develop KPI's that drive this area to reduce re-occurrence of underlying issues and committed response times
Qualifications:
BS/BA degree or equivalent work experience.
Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture.
Knowledge of and experience implementing ITIL / Service Management frameworks.
4 to 6 years of IT and business/industry work experience, with at least 2 years of leadership experience of a Service Desk group
Ability to develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient.
Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
Excellent knowledge of ITIL frame works for Service Delivery and service support processes.
Experience developing, implementing and maintaining metrics and service level agreements.
Proven ability to communicate effectively both orally and in writing to management, team members, business, and technology professionals.
Ability to analyze complex problems, propose effective solutions and understand and apply business vision and direction.
Diversity is part of the way we think. EOE
To submit a referral click here.
Are you a returning applicant?Previous Applicants:Email:Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications Show more details...
Founded in 1995, Global Knowledge employs more than 1,300 people worldwide and is headquartered in Cary, N.C. Learn more at www.globalknowledge.com.
Position Description
The Global Service Desk Manager role's primary function is to enhance customer satisfaction and enable GK team members worldwide by ensuring effective service delivery and issue management from the Global Service Desk. The GSD serves as a primary point of contact for all issues related to current IT services providing first touch resolution and serves as the escalation path to the engineering teams. The Global Service Desk Manager will partner with Managers of Infrastructure and Operations to ensure continuous improvement such that solutions are truly enabling our team members around the world to achieve at their highest potential.
Essential Job
Responsibilities:
Directs, develops and provides leadership to the Global Service Desk team, establishing priorities, setting goals, monitoring progress and coordinating efforts with other groups in Enterprise IT.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
Develop and mature phone/ticket escalation processes and system. Train, coach and mentor Service Desk Specialists (Level 1 / 2) including career development.
Leverage global workforce to create a follow the sun support model to provide as close to 24x7 coverage as possible.
Build training material for support staff, schedule employees working times and provide backup support. Provides data and reporting of KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed.
Will drive Ticket Deep Dive and develop strategies for improvement. Monitor and manage incidents and requests queue.
Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
Manages process for communicating outage/emergency activities to the organization. Reviews survey feedback to improve services, tools and support experience.
Responsible for global deployment of assets to employees and ensuring that process is standardized and scalable
Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions.
Develop KPI's that drive this area to reduce re-occurrence of underlying issues and committed response times
Qualifications:
BS/BA degree or equivalent work experience.
Demonstrated ability to manage remote teams, fostering high collaboration between all team members in establishing a single, cohesive culture.
Knowledge of and experience implementing ITIL / Service Management frameworks.
4 to 6 years of IT and business/industry work experience, with at least 2 years of leadership experience of a Service Desk group
Ability to develop and execute a strategy capable of changing a reactive organization to being proactive and highly efficient.
Experience and track record of transforming a Global IT Service Desk to improve delivery and satisfaction
Excellent knowledge of ITIL frame works for Service Delivery and service support processes.
Experience developing, implementing and maintaining metrics and service level agreements.
Proven ability to communicate effectively both orally and in writing to management, team members, business, and technology professionals.
Ability to analyze complex problems, propose effective solutions and understand and apply business vision and direction.
Diversity is part of the way we think. EOE
To submit a referral click here.
Are you a returning applicant?Previous Applicants:Email:Password:
If you do not remember your password click here.
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications Show more details...
via Navital Global
schedule_type: Full-time
WHAT YOU'LL DOAs the Global Knowledge Business Senior Director (GKBSD) of BCG's Travel, Cities & Infrastructure (TCI) Practice Area, you will lead the Practice’s knowledge business by developing and driving the strategy and operations of its portfolio of talented, expert professionals (i.e., the TCI Knowledge Team), knowledge assets (including tools and benchmarks), and associated services. Alongside setting the direction for the Practice knowledge
WHAT YOU'LL DOAs the Global Knowledge Business Senior Director (GKBSD) of BCG's Travel, Cities & Infrastructure (TCI) Practice Area, you will lead the Practice’s knowledge business by developing and driving the strategy and operations of its portfolio of talented, expert professionals (i.e., the TCI Knowledge Team), knowledge assets (including tools and benchmarks), and associated services. Alongside setting the direction for the Practice knowledge business, you will be responsible and accountable for the performance of its KT – economics (case billability, P&L), customer satisfaction, and team satisfaction KPIs. As GKBSD, you will shape the TCI Practice Area’s knowledge business and strategy to align with our clients’ needs; you will encourage the innovation of new and expanded knowledge service offerings and assets. You will be the global leader of the TCI knowledge business and team; you will inspire and motivate the entire team, as well as line manage and mentor your team of... senior KT members who collectively manage the rest of the KT. You will collaborate with the other senior leaders of the TCI Practice as well as key functional leaders. In addition, you will contribute on a regular basis to global, cross-Practice initiatives and programs to advance BCG’s global knowledge business. ABOUT BCG’S TCI PRACTICE Travel, Cities, & Infrastructure form a significant and dynamic part of the global economy. Massive amounts of public and private capital are flowing into physical infrastructure upgrades as well as sweeping changes driven by digitization and the climate transition. Very significant public and private entities exist in this space with bold ambitions over the coming decade. These topics also have far-reaching effects in areas such as climate resilience, holistic livability, sustainable mobility and equality. To better serve our clients in these spaces, we have created a new dedicated industry practice area - Travel, Cities, & Infrastructure (TCI) Practice Area. This practice will not only serve specific clients in these spaces (e.g., Construction, Real Estate, Shipping/Logistics, Airports, Airlines, Rail, Road, Leisure Travel), but will also collaborate closely with our Public Sector practice and Infrastructure Investors sector. The TCI Practice is another step forward in living our purpose – unlocking the potential of those who advance the world.YOU'RE GOOD ATStrategizing with a pioneering, forward-thinking and entrepreneurial approachQuickly grasping and engaging on relevant content to identify hot topics and major trends Balancing authority with gravitas and managing senior stakeholders as well as a large team Understanding the bigger picture with an end-to-end vision in an intellectually rigorous environmentLeading and developing a global business and team in a complex, matrixed organizationLeading from the front with a strong business focusBeing results-oriented with a proven track record of implementation and project management successShowcasing a positive, constructive, team player mentalityYOU BRING (EXPERIENCE & QUALIFICATIONS)15+ years of industry experience preferred, and/or 8+ years minimum consulting experience in a reputable organization in a relevant/related sector or topicBachelor’s Degree with demonstrated academic achievement required; Advanced Degree PreferredAwareness and some expertise within the Practice Area's topics – for example, position leading industry function in a similar domain would be a plusBusiness, line & project management experience Ideally experience in accountability for business metrics in professional services including a P&L International experience strongly preferredYOU'LL WORK WITHAs a Knowledge Business Senior Director, you will work closely with the Global Practice Management Executive Director and Practice Area Leader and be an integral part of the Practice Area Leadership Team. You will also work with the leader of global PA KT as part of the Global KT Leadership Team.ADDITIONAL INFORMATIONThe Knowledge Team (KT) is a group of functional and/or industry experts leveraging deep domain knowledge to enable insight for case teams and clients. KT members are affiliated to BCG Practice Areas, plugged into the strategic agenda and building and deploying leading edge IP data tools/assets to deliver insight. BCG's Knowledge Team members are staffed on cases and help co-create insights with case teams and clients through expert perspectives on industry trends, delivery of proprietary data or tools in a particular function and complex research and analysis of market information. KT members also support the PA’s business development and proposals and help to organize and codify the knowledge that enables BCG to deliver superior business value for its clients
Show more details...
via Salary.com
posted_at: 1 month agoschedule_type: Full-time
Requisition Title
: Global Knowledge Base Content Specialist I (03TTN...
US-FL-Melbourne
Description
Position Summary
The Global Knowledgebase Content Specialist will be responsible for the creation and maintenance of program specific information within the client provided knowledgebase built on social software. This role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos, and user-generated content,
Requisition Title
: Global Knowledge Base Content Specialist I (03TTN...
US-FL-Melbourne
Description
Position Summary
The Global Knowledgebase Content Specialist will be responsible for the creation and maintenance of program specific information within the client provided knowledgebase built on social software. This role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos, and user-generated content, to ensure contact center agents are able to deliver the best experience to their customers. This role can create either Agent facing or Customer facing content.
This role will act as a Subject Matter Expert (SME), and will be partner with internal and external clients to ensure accurate information is provided to agents in a timely manner. The Global Knowledgebase Content Specialist will proactively look for ways to improve how we share information to agents resulting in positive customer experience interactions.
The Global Content Specialist is also responsible for creating and\or running reports based on business needs and\or requests from the business owner. The duties includes analyzing for trends, and cascading that information to management, as well as ensuring that the appropriate actions are taken such as entering content into Agents Ask Ford (AAF) or Customers Ask Ford (CAF), or creating job aids, sending out SharePoint announcements.
Duties and Responsibilities
Align knowledge base structure and strategy with Operations and Client Partner goals and metrics
Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
Manage multiple knowledgebase access points, based on individual regions level of App rollout and content
Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers. Encourages participation and the development of user-generated content in a collaborative knowledge base.
Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center
Monitor daily activity and ensure knowledge base is updated with appropriate content.
Administer appropriate community access, roles and permissions.
Ensure content available for each access point is region specific, content not relevant is deleted or updated.
Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base
Partner with local facilitators to ensure training material is current based on updates to the regional requirements. Support training content development as needed.
Conduct usability assessments in alignment with ongoing initiatives
Education
Bachelor’s degree or Associates Degree, preferred
Experience
2-3 years of position related experience, required.
Skills
Excellent communication skills, verbal and written.
Bilingual English and one of the following German/Portuguese/Mandarin/Spanish/Italian/ or French preferred
Strong project management abilities.
Excellent planning, analytical and organizational skills.
Detail Oriented, Results driven.
Skill in organizing work of self and others.
Proven aptitude for quick creative thinking with acute attention to detail within demanding deadlines.
Ability to organize and manage concurrent projects with multiple, competing priorities and rigid deadlines.
Demonstrated open-minded approach and flexibility to address changing situations as they occur.
Ability to work to set targets in support of service level agreements.
Experience in gathering, analyzing and business case development.Ability to understand, translate and communicate complex concepts and convert them into easy-to- understand language.
Quality and customer service focused Show more details...
: Global Knowledge Base Content Specialist I (03TTN...
US-FL-Melbourne
Description
Position Summary
The Global Knowledgebase Content Specialist will be responsible for the creation and maintenance of program specific information within the client provided knowledgebase built on social software. This role uses the latest social technology, such as forums, blogs, podcasts, gamification, RSS, wikis, videos, and user-generated content, to ensure contact center agents are able to deliver the best experience to their customers. This role can create either Agent facing or Customer facing content.
This role will act as a Subject Matter Expert (SME), and will be partner with internal and external clients to ensure accurate information is provided to agents in a timely manner. The Global Knowledgebase Content Specialist will proactively look for ways to improve how we share information to agents resulting in positive customer experience interactions.
The Global Content Specialist is also responsible for creating and\or running reports based on business needs and\or requests from the business owner. The duties includes analyzing for trends, and cascading that information to management, as well as ensuring that the appropriate actions are taken such as entering content into Agents Ask Ford (AAF) or Customers Ask Ford (CAF), or creating job aids, sending out SharePoint announcements.
Duties and Responsibilities
Align knowledge base structure and strategy with Operations and Client Partner goals and metrics
Update the knowledge base by coordinating client related content with appropriate executive management, learning and development teams and other resources.
Manage multiple knowledgebase access points, based on individual regions level of App rollout and content
Create, develop and post interactive client related materials and product knowledge content that enables contact center associates to delight their customers. Encourages participation and the development of user-generated content in a collaborative knowledge base.
Create content articles to drive customer self-help utilization with the goal of reducing the need for incoming inquiries into the call center
Monitor daily activity and ensure knowledge base is updated with appropriate content.
Administer appropriate community access, roles and permissions.
Ensure content available for each access point is region specific, content not relevant is deleted or updated.
Coach users on knowledge base tools and coordinate with operations, training & quality teams to produce educational content within the knowledge base
Partner with local facilitators to ensure training material is current based on updates to the regional requirements. Support training content development as needed.
Conduct usability assessments in alignment with ongoing initiatives
Education
Bachelor’s degree or Associates Degree, preferred
Experience
2-3 years of position related experience, required.
Skills
Excellent communication skills, verbal and written.
Bilingual English and one of the following German/Portuguese/Mandarin/Spanish/Italian/ or French preferred
Strong project management abilities.
Excellent planning, analytical and organizational skills.
Detail Oriented, Results driven.
Skill in organizing work of self and others.
Proven aptitude for quick creative thinking with acute attention to detail within demanding deadlines.
Ability to organize and manage concurrent projects with multiple, competing priorities and rigid deadlines.
Demonstrated open-minded approach and flexibility to address changing situations as they occur.
Ability to work to set targets in support of service level agreements.
Experience in gathering, analyzing and business case development.Ability to understand, translate and communicate complex concepts and convert them into easy-to- understand language.
Quality and customer service focused Show more details...
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