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RESPONSIBILITIES:
- Define the knowledge management strategy for our knowledge base and maintain high quality, up-to-date, and searchable content for audiences of varying skill level
- Ensure efficient organizational performance through gathering, sharing, and storing information.
- Analyze business processes and gather information across an organization to determine the most effective platforms for sharing and storing knowledge.
- Collect and integrate information, data, and content from departments and functions within the organization.
- Record and digitize information and ensure that it is stored safely and is secured through encryption or an antivirus.
- Produce reports and business intelligence for improving processes, products, or services.
- Provide education and training to end users on front end knowledge management system and reports.
- Provide content updates on knowledge management portals or sites. Career-level professional within field.
- Curate and populate the service desk knowledge base
- Gather and synthesize organizational knowledge from multiple internal and external sources
- Work effectively across the organization with stakeholders, change management, service teams, trainers, curriculum developers and subject matter experts to develop and support new and existing products, features, and services
- Craft and implement writing guidelines based on knowledge base best practices
- Resolve issues relating to the Knowledge Management process, its interfaces with other ITIL disciplines and other business functions.
- Developing and implementing knowledge management processes
- Excellent communication skills with proven ability to clearly convey complex and technical ideas and data primarily in written formats to audiences of differing skill levels
- Identifying and developing credible and accessible sources of knowledge
- Bachelor's degree (preferably in Information Systems, Knowledge Management, Business, or related field) and six (6) Years' experience writing for service desk knowledge bases
- Proficient with M365 applications (minimum: Outlook, Teams, Word, PowerPoint, Excel)
- Experience in the public or non-profit sectors
- Experience with ServiceNow
- ITIL Foundations Certification