To achieve real outcomes, we know that experience is the most important requirement for networking teams and the people they serve. Delivering an experience-first, AI-Native Network pivots on the creativity and commitment of our people. It requires a consistent and committed practice, something we call the Juniper Way.

What You'll Do

The Data Analyst for Customer Experience Programs is responsible for evangelizing KCS (Knowledge Centered Service) methodology and maintaining the knowledge base for a growing team of 1000+ Global Juniper support engineers.

Responsibilities

•           Provide KCS coaching to the entire Support colleagues as part of the KCS program. Encourage a culture of collaboration and knowledge-sharing across departments while emphasizing learning objectives and the importance of maintaining a robust knowledge base. Act as the source of truth for the Knowledge Centered Service program

•           Create, edit, and publish knowledge articles, ensuring they remain up-to-date, valid, and relevant. Collaborate with technical documentation team to align article content with training materials and ensure accuracy

•           Analyze and act on feedback for continuous improvement of the knowledge base. Perform quality audits, run calibration exercises to ensure standards are met, and conduct in-depth trend analysis to identify gaps or necessary updates

•           Own and delegate knowledge management projects. Support, maintain, and configure the Knowledge Management System, ensuring it meets organizational needs and bridges gaps between tools and teams

•           Collaborate with project teams to support launches, assist other teams in developing Knowledge Management skills, and help align workflows with organizational goals. Actively work to bridge gaps between people, tools, and processes

•           Serve as the owner of Knowledge Management Key Performance Indicators. Provide actionable insights through executive summaries, presentations, and status reports to leadership, ensuring transparency and alignment with business objectives

•           Provide backup support for the Juniper IT team and ensure the successful implementation of knowledge strategies across the organization

Qualifications

•           KCS (Knowledge Centered Service) v6 Practices certified

•           Proficient with Learning Management Systems, Knowledge Base software, CRMs, and authoring tools such as Captivate, iSpring, and Articulate

•           Skilled in creating training materials and delivering presentations to diverse audiences, including clients, employees, public groups, and upper management

•           Exceptional writing and coaching abilities, with a strong understanding of Search Engine Optimization (SEO) and strategies to enhance search results

•           Demonstrates agility in adjusting to new projects and processes, working autonomously, and making decisions aligned with team objectives and vision in a very fast-paced environment

•           Capable of managing and executing projects independently while adhering to established knowledge management processes

•           Aligns with and supports team vision, contributing to shared objectives while fostering a collaborative environment

•           Program management skills, including ability to identify risks/opportunities and create mitigation plans

•           Analytical and critical thinking and data savviness

•           Knowledge of Juniper products and technology (Good to Have)

ABOUT JUNIPER NETWORKS

Juniper Networks challenges the inherent complexity that comes with networking and security in the multicloud era. We do this with products, solutions and services that transform the way people connect, work and live. We simplify the process of transitioning to a secure and automated multicloud environment to enable secure, AI-driven networks that connect the world. Additional information can be found at Juniper Networks (www.juniper.net) or connect with Juniper on Twitter, LinkedIn and Facebook.

WHERE WILL YOU DO YOUR BEST WORK?

Wherever you are in the world, whether it's downtown Sunnyvale or London, Westford or Bengaluru, Juniper is a place that was founded on disruptive thinking - where colleague innovation is not only valued, but expected. We believe that the great task of delivering a new network for the next decade is delivered through the creativity and commitment of our people. The Juniper Way is the commitment to all our colleagues that the culture and company inspire their best work-their life's work. At Juniper we believe this is more than a job - it's an opportunity to help change the world.

At Juniper Networks, we are committed to elevating talent by creating a trust-based environment where we can all thrive together. If you think you have what it takes, but do not necessarily check every single box, please consider applying. We’d love to speak with you.

Additional Information for United States jobs:

ELIGIBILITY TO WORK AND E-VERIFY

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Juniper Networks participates in the E-Verify program. E-Verify is an Internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of new hires and the validity of their Social Security Numbers.

● Information for applicants about E-Verify / E-Verify Información en español: This Company Participates in E-Verify / Este Empleador Participa en E-Verify

● Immigrant and Employee Rights Section (IER) - The Right to Work / El Derecho a Trabajar

E-Verify® is a registered trademark of the U.S. Department of Homeland Security.

Juniper is an Equal Opportunity workplace. We do not discriminate in employment decisions on the basis of race, color, religion, gender (including pregnancy), national origin, political affiliation, sexual orientation, gender identity or expression, marital status, disability, genetic information, age, veteran status, or any other applicable legally protected characteristic. All employment decisions are made on the basis of individual qualifications, merit, and business need.