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IDEMIA North America Salesforce Knowledge Management Manager in Massachusetts

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person- one identity.

Essential Job Functions (includes but is not limited to):


  • Comprehensive Knowledge of Idemia provided solutions. Understands the aspects of self-help service and how to develop and link those processes and content into a customer facing portal. Familiarity with systems, technology, and industry norms designed to optimize the customer’s experience.

  • Excellent customer skills; knows customer must see value in self-help service. Takes a customer-in view of the process to strive for a positive experience and repeat usage.

  • Leadership; shares organizational goals with team. Ensure the mission of each team member is aligned and well understood. Operating procedures are well documented and practiced. Accountability becomes expected, results measured and shared.

  • Coaching and Counseling are necessary activities to ensure all team members are equipped to perform at a high level. Performance management and periodic feedback keeps team members on track for success. Actively promotes talent development through career planning activities.

  • Organized and Capable of managing multiple and sometimes conflicting tasks effectively. Routine tasks and crisis management both accomplished with the same determination.

Responsiveness / Commitment

  • Commitment to drive utilization of the Idemia KM system by understanding the end user experience and promoting system and search engine refinements. Actively encourages the use and adoption of KM both internally and client facing.

  • Takes ownership for issue resolution. Deploys resources and manages activities to successful outcomes. Follows up for closed loop accountability.

  • Amicable and approachable; listens attentively and shows concern when engaged. Seeks feedback; open to new ideas and methods; encourages directness and critical thinking.

Business Acumen

  • Organization’s goals and objectives are well understood and embraced; commits to achievement. Steward of Idemia assets. Delivers performance expectations.

  • Implements new processes and technologies designed to lead the organization forward. Contributes new ideas and best practices to advance operational efficiency and effectiveness.

  • Fosters success. Creates an atmosphere of achievement by providing well documented performance expectations. Individual performance is monitored and reviewed routinely. Corrective measures implemented when appropriate.

  • Represent the team by providing input to departmental budgeting, strategic planning, and procedural change.

Knowledge, Skills and Abilities:

  • Knowledge of field service methods and practices. Can translate technical activities into easily understood steps that will assist clients with self-help measures.

  • Proficient in this use of the network, portal creation, search engines, database management, and the use of related technologies.

  • Able to transform a strategic initiative into implementable activities aligned to achieve the expected benefits for Idemia Clients and the desired business results.

  • Strong communications skills. Listens well, taking time to understand issues fully. Expresses self clearly. Able to relay important information concisely and effectively by understanding the audience.

  • Strong interpersonal skills. Compassionate when situations call for it; direct and straight forward when coaching and counseling.

  • Developed writing skills, can communicate effectively using e-mail and other written media. Expresses ideas and thoughts clearly in internal and customer facing documents and reports.

  • Ability to use the following software programs: MS-Word, MS-Access, MS-Excel, MS-Outlook, MS-Internet Explorer.

  • Ability to analyze issues, establish priorities, anticipate consequences, and make decisions with the customer and business in mind.

  • Professional in all interactions, presents self well in varied situations.

Qualifications, Education and Experience:

  • BA Degree or equivalent

  • 5-7 years’ experience.

Travel Requirement, Working Conditions and Physical Demands:

  • Position may be office based or virtual.

  • Services are provided 24/7, which may require after-hours activities.

Requisition ID: 2023-5906

External Company URL:

Telecommute: Yes

Security Access Level: Access 1: US Citizenship Only (No Dual) / CFIUS approved/ Sole US Citizen

Work Schedule: Core Business Hours