Job Seekers, Please send resumes to resumes@hireitpeople.com Job 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:

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