Careers & Culture

Description

Job Description: Knowledge Manager
Section: IT Service Delivery
Reports to: IT Service Delivery Manager

General Information
KM is responsible for overseeing all knowledge-related activities within IT. Focuses on con-tent 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 creat-ing and collecting new content, and reviewing and revising existing information.
• Provides high level support, implementing and monitoring innovative and compli-ant practices.
• Work with subject matter experts or internal teams to obtain an in-dept and thor-ough 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.
• Create, implement, and improve 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.
• Identify requirements for enhancements of Knowledge module.
• Conduct trainings and workshops in relation to the Knowledge Management pro-cesses and practices.
• Plan and implement activities to promote proactive creation and maintenance of Knowledge Articles.
• Plan, implement, maintain, and improve logical categorization of knowledge bases and articles.
• Generate reports and insights in relation to the utilization of knowledge bases, arti-cles and knowledge management activities.
  
  

Mandatory Skills:

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 in-tended audience

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