General Information

Responsible for overseeing all knowledge-related activities within IT. Focuses on content development and optimization, following a standard procedure ensuring information is available in the right place at the right time.

Roles and Responsibilities

• Design, organize and maintain the knowledge management library, through creating and collecting new content, and reviewing and revising existing information
• Provides high level support, implementing and monitoring innovative and compliant practices
• Work with subject matter experts or internal teams to obtain an in-dept and thorough understanding of the product and documentation requirements
• Ability to capture, develop, share, and effectively use information and knowledge
• Translates knowledge into specific troubleshooting steps for target audience use in ServiceNow
• Creates internal workflows for maintaining and updating content
• Promote and train end users on new processes to access information
• Ensuring a high level of service professionalism and standardization/improvement of communication (end user experience)
• Fulfill document retrieval requests as needed for IT

Qualification Requirements

• Understanding of Knowledge Management best practices
• Strong communication and technical writing skills
• Ability to communicate complex issues in layman’s terms
• Ability to work with shifts in workload and short timelines
• Detail oriented
• An excellent grasp of English grammar, punctuation, and spelling, with the ability to lead contributors in best practices
• Ability to multi-task
• Excellent interpersonal skills – approachable
• Ability to think critically by using logic and reasoning to identify the strengths and weaknesses of potential solutions
• Technical writing and or documentation experience
• Ability to merchandise and curate content based on customer behavior and intended audience

Please refer to job description.