Agency Interview Type: Either Web Cam or In Person
The primary responsibility of the Knowledge Management Specialist, Senior is to encourage correct and widespread usage of GTA's knowledge base.
The Knowledge Management Specialist, Senior will be the primary custodian of end-user facing documentation.
This position will define the content/knowledge management strategy and lead the content architecture and strategy.
The role will focus on developing, auditing, and maintaining high quality content for GTA's service desk end-users.
The Knowledge Manager will work closely with key stakeholders across GTA to maintain consistency at a global scale and align the content strategy with their vision.
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)
(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
[A Security Clearance may be required, in the future, during the affiliate contract.]
Under direct supervision, learns to design and/or secure computer databases to store, track, and maintain a large volume of critical business information.
Assists with simple, routine database tasks.
***This position needs public trust security clearance, accepting only US Citizens or Permanent residents for this position.***
Knowledge Management Strategy & Architecture Experience -Required 5 Years
Service Desk Knowledge Management Strategy & Architecture -Required 3 Years
Service Desk Knowledge Management Experience -Required 8 Years
End-User Technical Writing -Required 5 Years
Gathering Requirements -Required 5 Years
Instructional Design Graphics Experience -Required 5 Years