Knowledge Management Specialist

Aviso provided pay rangeThis range is provided by Aviso. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeCA$65,000.00/yr - CA$75,000.00/yrOpportunityWe’re looking for a Knowledge Management Specialist to join our Customer Service Experience Knowledge team. Reporting to the Director, Knowledge, Quality & CSE, you will be responsible for building and maintaining the Customer Service Experience team’s knowledge management (KM) database, including KM templates, standards, processes, policies, documents, etc. to ensure our Service Centre team has what they need to be able to successfully service our advisors and clients. This requires a high degree of cross‑functional collaboration with internal and external partners in our various lines of business, direct and indirect influence, and project management. You will be a key contributor in the development, implementation, and maintenance of Aviso’s Service Centre’s knowledge base.What your day looks likeDefine and develop knowledge management processes, standards and templates to ensure consistency of knowledge articlesDevelop and transition both new and existing support documentation, processes, procedures and policies into the knowledge baseCollaborate with key stakeholders, colleagues, and subject matter experts (SMEs) to identify key knowledge areas and gapsSupport development of knowledge‑based products that strengthen the Service Centre's overall performance, including best practices, lessons learned, success stories, etc.Monitor and evaluate the effectiveness of knowledge management initiatives, identify gaps and opportunities for improvement, and propose solutions to enhance knowledge capture, organization, and utilization, as well as training and quality processes and proceduresPrepare regular reports and presentations to communicate progress, achievements, and areas for improvementPromote a knowledge‑sharing and continuous improvement culture and provide training and support on knowledge management practicesOther duties as requestedWho you areService: You put your clients' needs first. You advocate service excellence, and work to deliver client‑centric solutions, and proactively develop strategic partnerships that allow Aviso to become a trusted advisor and partnerExecution: You are committed to achieving your goals and to succeed. This includes focusing on "getting things done", as well as recognizing and taking advantage of opportunities as they arise. You are consistently looking for ways to improve your personal best and see value in continuous improvement. You take accountability for your actions and learn from mistakesCollaboration: You work collaboratively with others with the common goal of driving positive results. Making meaningful contributions to your team to achieve organizational goals is a priority. You proactively encourage collaboration, build trust and inclusion, and work to establish effective relationships both inside and outside of the organizationRequirementsYour experience and skills:Excellent at listening, making people feel heard and valued3 or more years of experience in a similar role, preferably in a customer service environmentA believer in servant leadership; an eternal student of service and learningSomeone with a strong work ethic who leads by example - you work hard, play hard and expect nothing less from those around youGood understanding of knowledge management principles, methodologies, and best practicesExcellent written and verbal communication skills with the ability to explain complex ideas in easy‑to‑understand languageGenerating enthusiasm for knowledge sharing and transfer across a variety of organizational levelsProject management skills to plan, execute, and monitor knowledge management initiatives with the flexibility to adapt to meet changing business needsSomeone who is not afraid to ask others for help when neededNot territorial or worried about looking good but would rather everyone look good togetherProficiency in the following:Office 365Content/video editing tools (Vyond, Adobe Creative Cloud, Photoshop, etc.)Knowledge Management Technology and Learning Management Systems is an assetFluent communication skills in English are required; bilingualism in French is an assetMetricsWorld class service as demonstrated by the Contact Center having amazing Customer SatisfactionLeadership and ability to motivate and inspire as measured by high employee satisfaction, low absenteeism, turnover, etc.Commitment to team as measured by leader and peer complimentsBenefitsCompetitive compensation package that rewards and recognizes individual contributionsExcellent health, dental and insurance benefits to meet the diverse needs of our employeesGenerous vacation time, fitness benefit, parental leave top‑up optionsMatching contributions to our retirement programCommitment to the continuous improvement of our staff through learning & development and an education assistance programRegular social events to foster teamworkYour InformationBy submitting your application, you consent to the collection, use, and disclosure of your provided personal information for the purposes of assessing your qualifications and suitability for employment with Aviso. Your information will be handled in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation. Your data may be shared with authorized personnel involved in the recruitment process and retained only as long as necessary to fulfill these purposes or as required by law. Further information is available on the privacy link on our career page – Privacy Policies.Equal Employment OpportunityAviso welcomes and encourages applications from all qualified individuals including persons with disabilities. If you require an accommodation, we will work with you to meet your needs in all stages of the hiring process. We thank all applicants for their interest, however, only those selected for further consideration will be contacted. No recruiters or agencies, please.Job DetailsSeniority level: AssociateEmployment type: Full‑timeJob function: OtherIndustries: IT Services and IT Consulting #J-18808-Ljbffr