The Knowledge Management Technical Writer is responsible for producing, managing, and revising knowledge documentation with a strong understanding/background of the Service Desk and Knowledge Management process. This includes analyzing the current activities and techniques, and implementing improvements where opportunities exist. Specific responsibilities are process design, development, documentation, implementation, measurement, and continuous improvement along with management of the Knowledgebase content.
1.Produces, manages, and revises knowledge. This includes but is not limited to operational processes, procedures and training.
2.Ensures Knowledgebases are maintained through regular reviews, reporting, and managing comments from consumers of content.
3.Analyze knowledge and documents to maintain continuity of style guide.
4.Analyzes performance of process activities, identifies problem areas, and devises and delivers solutions to enhance the quality of the Knowledge service.
5.Coordinates interfaces between Knowledge Management and other process areas (Incident, Change, Event, etc.).
6.Coordinates with technical subject matter experts to ensure Knowledge content is up to date, accurate, and consumable by its intended audience.
7.Ownership and maintenance of the Service Desk and Self-Service Knowledgebase.
Minimum Education and/or Experience:
*B.S. in Information Technology, Computer Science, Business Administration, or equivalent business experience
*3-5 Years' experience in developing and/or managing the Knowledge Management Process
*5+ Years' experience in a Help Desk/Service Desk environment
*ITIL Foundations Certification preferred
*Knowledge Management Certification preferred
*ServiceNow experience preferred
*Collaborative team player. The Knowledge Management Technical Writer will collaborate with the Service Desk, product owners, and business and technical stakeholders to build engaging material with excellent attention to detail and strong content organization.
*Critical thinking / problem solving. The Knowledge Management Technical Writer will act as the subject matter expert assisting all stakeholders in improving Knowledge content and management
*Verbal and written communication skills. The Knowledge Management Technical Writer will have excellent communication and writing skills appropriate for the Service Desk and end-user audiences.
*Customer Service Skills. Experience in developing and maintaining close and constructive working relationships with peers, management and staff in defining and fulfilling knowledge needs.
*Agile/DevOps. Experience operating in an Agile and/or DevOps environment
*Business Knowledge / Organizational Acumen
*Leading Self and Others
Since our company was founded in 1983, the Allegis Group Companies continue to be an organization of employees who are driven to succeed and motivated by a strong desire to serve others. We seek to understand our, customers', consultants' and contract employees' needs and challenges in order to fully meet and exceed their expectations. We provide opportunities for job seekers that align with their skill sets and career ambitions and match our customers' expectations. We constantly partner with our colleagues to further the overall objectives of the organization and we embrace opportunities to give back to the communities where we live and work.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.