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• 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.

CORE COMPETENCIES:

• 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

Minimum Education/ Experience:

• Bachelors 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)

Preferred Qualifications:

(Preference will be given to candidates who, demonstrate some or all of the following skills/experience):

• Experience in the public or non-profit sectors
• Experience with ServiceNow
• ITIL Foundations Certification

Experience required: 8-10 Years