The Knowledge Management (KM) team supports the efficient exchange/sharing of knowledge, insight, and technology-based solutions across Symantec technical support. KM plays avital role in resolving customer issues by enabling effective people-to-content & people-to-people connections, thus improving the overall customer support experience & gaining customer loyalty.Roles & Responsibilities:Regular maintenance of the Enterprise Security database to ensure submitted content is not a duplicate of already published article. Cleanse articles to remove product confidential information and other high risk data. Check for completeness & consistency of content.Drive various campaigns of KM i.e. Innovation drive, Community of practice, Best Knowledge Contributor, Focus on quality content.Improve the online search experience.Publish content to the web portal as per the review/publish workflow.Compile content usage reports related to the knowledge base & case management tool.Follow established article workflow standards for publishing and processing content as per Symantec's standard.Educate the new hires and TSEs on the floor with the knowledge community concepts and best practices.Successfully implemented the new knowledge management tool.