Sr Knowledge & Learning Analyst

Moving beyond traditional corporate training, our team operates as embedded Readiness Partners directly aligned with specific business units. We bridge the gap between foundational technical learning and in-the-moment knowledge sharing to drive measurable business outcomes, including improved resolution speeds, reduced escalation rates, and elevated customer experiences.

Job Description

The Centralized Managed Support Operations (CMSO) organization is seeking a Knowledge & Learning Program Manager to serve as the dedicated Readiness Partner for the Customer Care business unit. In this role, you will bridge the gap between formal technical training and in-the-moment knowledge sharing. You will be responsible for curating agile, role-based learning paths, championing industry-standard knowledge management best practices, and partnering cross-functionally to ensure support teams are equipped to solve complex problems efficiently.

The ideal candidate understands that learning and knowledge are not just administrative functions, but critical drivers of operational efficiency, faster resolution times, and elevated customer experiences.

Core Responsibilities

Business Unit Readiness & Alignment

• Serve as the primary Knowledge & Learning (K&L) liaison to Customer Care leadership, aligning readiness strategies directly with their specific operational workflows.
• Translate technical capability gaps into actionable, role-based learning paths and knowledge capture strategies.

Knowledge Management & Coaching

• Champion industry-standard knowledge management practices at the agent and team level to ensure accurate incident documentation and rapid capture of zero-day solutions.
• Monitor usage and contribution metrics, coaching Customer Care personnel to improve content health and leverage the collective experience of the organization.
• Promote strategies that make internal technical knowledge accessible to external customers and service partners, maximizing self-service success and operational parity.

Learning Strategy & Curation

• Identify technical training gaps and define requirements for content creation with external education partners.
• Curate modular, agile curriculum blocks that reduce redundant training and accelerate time-to-proficiency for new hires.
• Lead the integration of specialized troubleshooting methodologies and emerging AI technologies into daily support operations.

Cross-Functional Governance

• Partner with Process Management teams to ensure training is built exclusively on validated workflows.
• Provide data-driven workflow optimization requirements to Change Enablement and Platform teams to reduce friction in the knowledge capture process.

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Basic Requirements

• Proven track record in technical enablement, support operations, or enterprise Knowledge Management.
• High capacity for change leadership; ability to overcome status-quo resistance and drive adoption without direct reporting authority over the business unit.
• Familiarity with enterprise support architecture, including major IT Service Management (ITSM) ticketing systems, CRM platforms, and enterprise search indexing.
• Proven ability to connect educational activities and knowledge usage directly to correlative business outcomes (e.g., improved resolution speed, operational efficiency, and customer experience).
• Exceptional cross-functional communication skills required to negotiate boundaries with process owners, training development teams, and platform engineering.
• Ability to operate effectively in a highly matrixed, evolving organizational structure where processes and boundaries are actively being defined.
• 3+ years of experience
• Bachelor's degree required

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

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.