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.
Produces, manages, and revises knowledge. This includes but is not limited to operational processes, procedures and training.
Ensures Knowledgebases are maintained through regular reviews, reporting, and managing comments from consumers of content.
Analyze knowledge and documents to maintain continuity of style guide.
Analyzes performance of process activities, identifies problem areas, and devises and delivers solutions to enhance the quality of the Knowledge service.
Coordinates interfaces between Knowledge Management and other process areas (Incident, Change, Event, etc.).
Coordinates with technical subject matter experts to ensure Knowledge content is up to date, accurate, and consumable by its intended audience.
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