In this role you will be a part of a dynamic global team that collaborates and coordinates across multiple internal and external support teams. You are required to manage the knowledge articles as defined by operational and customer needs, achieving accurate and on-time updates that enable continual improvement.
- You will have the opportunity to lead and drive improvements by integrating the knowledgebase with automation tools and initiatives
- Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies and industry best practices
- Manage knowledgebase articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support the knowledge management vision and overall customer experience
Candidates must be bilingual with exceptional oral and written communication skills in both English and Canadian French
Responsibilities
As a Content Management & Optimization Analyst you will be responsible for:
- Organizing and writing technical procedures into knowledge articles, user guides and other formats to be ingested into a cognitive search platform
- Identifying Knowledgebase deficiencies and partnering with SMEs and technical personnel to acquire content, interpret, clarify technical documents to create, manage, and optimize high-quality content to drive self-service success and achievement of Service Delivery metrics
- Providing insights into best practices for leveraging knowledge bases effectively
- Proofreading and editing written content for grammar, structure, tone, voice, consistency and plain language
- Transforming various subject-related materials, including technical procedures, recordings, presentations, training materials, emails, and conversations with SMEs, into a cohesive knowledge script using ServiceNow
- Adapting to changes in responsibilities with a progressive approach to identifying opportunities to add value
- Demonstrating excellent organizational and time management skills to handle multiple tasks simultaneously
- Working independently and effectively communicating periodic updates on progress
- Participate in knowledge evergreen process as prescribed by the knowledge management strategy
- Working with Service Delivery on continual service Improvement initiatives
- Monitoring and reporting on key performance indicators to ensure content is updated and knowledge gaps are completed in real-time
- When appropriate, convert technical language into easily understood terms in both English and French
- Translating English documentation to French
- Develop self-help content in multiple media forms for maximum usability, with a consistent and cohesive voice across all documentation
- Adhere to an Operation’s Level Agreement with customers for run and maintain of knowledge documents
Qualifications
- Bachelor’s degree in a writing-related or science/engineering/ IT field and 2 or more years of experience with documentation or content management in an IT call center or high-tech environment and/or combination of experience and education in knowledge management practices and procedures
- Bilingual French
- Excellent written and oral communication skills in English and Canadian French
- Proficient with Microsoft Office Suite, with an emphasis on Word, Powerpoint and Excel
- Strong research and analysis skills
- Strong interpersonal skills to work collaboratively in a diverse, challenging environment with tight delivery timelines
- Ability to think critically to define and solve problems, collect data, establish observations and draw valid insights
- Basic to advanced level of knowledge of Computer Systems
- Good understanding of Service Desk operations
Compucom Offers a Comprehensive Benefits Package That Includes
- Medical
- Dental
- Vision
- Life and AD&D Insurance
- Disability Protection
- Retirement Plan
Providing great benefits to you and your family is just one more way Compucom takes care of the people who make our company great!
Important Enrollment Information
Insurance coverage begins after 90 days of regular, full-time employment.
