Lucid Technologies Inc
The Logical Solutions
Sr. ServiceNow Developer
Role/Title: - Sr. Knowledge Management Specialist.
Location : (Hybrid) Atlanta, Georgia
Experience: 8+years
Client: State of Georgia
Agency Interview Type: Either Web Cam or In Person
General Description
- The primary responsibility of the Knowledge Management Specialist, Senior is to encourage correct and widespread usage of GTA's knowledge base.
Job Description
- 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.
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.
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:
- 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)
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
[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.***
Skills Matrix
- 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
- Service Now Knowledge Integration -Highly desired
- ITIL Foundations Certification -Highly desired
Thanks & Regards,
Harry Patrick Johnson
patrick.j@lucidtechinc.com
IT Recruiter
Lucid Technologies Inc
O: 214-385-4144 Ext: 217