About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.
Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.
Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape.
Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.
Title: Manager
Location: Belgrade, SRB
Job Summary:
The KCS Manager is responsible for leading and managing the implementation and ongoing success of Knowledge-Centered Service (KCS) within the organization. This role focuses on improving knowledge management processes, ensuring effective knowledge creation, maintenance, and usage to enhance customer support and service efficiency. The KCS Manager collaborates with various teams to drive a culture of knowledge sharing and continuous improvement.
Key Responsibilities:
KCS Implementation & Strategy
Develop and implement the KCS methodology within the organization.
Align KCS practices with business goals and customer service objectives.
Define and refine knowledge management policies, procedures, and best practices.
Knowledge Management & Optimization
Oversee the creation, maintenance, and improvement of knowledge articles.
Ensure knowledge is easily accessible and effectively used by support teams and customers.
Monitor and improve knowledge quality, relevance, and accuracy.
Training & Adoption
Conduct training sessions to educate employees on KCS principles and best practices.
Promote a knowledge-sharing culture and encourage team participation.
Provide coaching and mentorship to knowledge contributors and editors.
Performance Monitoring & Reporting
Define key performance indicators (KPIs) to measure the success of KCS adoption.
Analyze data and generate reports to track knowledge usage and effectiveness.
Identify areas for improvement and optimize knowledge workflows.
Collaboration & Stakeholder Engagement
Work closely with support teams, IT, and other departments to integrate KCS into workflows.
Facilitate collaboration between teams to share best practices and insights.
Communicate the value of KCS to leadership and drive executive buy-in.
Technology & Tools Management
Work with IT teams to ensure the knowledge management system is properly configured and maintained.
Evaluate and recommend tools that support KCS processes and automation.
Required Qualifications:
Bachelor’s degree in IT, Business, or a related field.
5+ years of experience in knowledge management, customer support, or IT service management.
Strong understanding of KCS methodology and best practices.
Experience with knowledge management systems (e.g., ServiceNow).
Excellent communication, training, and leadership skills.
Ability to analyze data and drive process improvements.
Preferred Qualifications:
KCS certification (KCS v6 Practices, KCS Coach, or KCS Trainer).
Experience implementing KCS in a corporate environment.
Familiarity with ITIL frameworks and service management principles.
Offers of employment are conditional upon passage of screening criteria applicable to the job
EEO Statement
Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes
“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”