Documentation Specialist

3 weeks ago

Edmonton, Canada F12 Networks Full time

**What You Will Be Doing**:

- Create clear, concise, and user-friendly various types of documentation, including policies, procedures, manuals, guidelines, and standard operating procedures (SOPs)
- Establish a logical, consistent, and effective system for categorizing and tagging documents to enhance searchability and ease of use
- Work with leadership of cross-functional teams to ensure Change Management Process is followed for changes related to documentation standards, process, or procedures
- Provide guidance, support, training sessions or workshops to educate employees on effectively utilizing the knowledge & documentation management system
- Encourage a culture of knowledge sharing and collaboration through various channels, such as internal webinars, chat groups, and team meetings.
- Review and spot-check client documentation to monitor and address any knowledge gaps or inconsistencies and take corrective actions
- Analyze knowledge usage patterns, technician feedback, and support metrics to identify opportunities for improvement
- Participate in client or product transition meetings to ensure we have sufficient documentation to effective support the client and products
- Stay updated with industry trends, new tools, and best practices to enhance documentation processes and deliver high-quality materials
- Track your work via Service Ticket in ITSM ticketing system for record keeping & analysis

**Who You Are**:

- Minimum of 1 year of experience in Knowledge Management or 2 years in IT support role
- ITIL experience and certification would be preferred
- ITGlue Certified Technician would be an asset
- Excellent written communication skills and the ability to anticipate documentation needs
- Ability to work collaboratively with cross-functional teams and stakeholders
- Outstanding organizational skills and multitasking ability
- Detail-oriented with a focus on accuracy and quality.
- Proficient with Microsoft Word, PowerPoint, and Excel
- Proficient with IT Glue, SharePoint, ConnectWise

**What You Can Expect From Us**:
We take pride in our forward-thinking, dynamic culture that champions diversity and inclusivity and fosters a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Here are some of the components of our total rewards plan:

- Health Spending or RRSP Matching
- Three weeks vacation plus extra Flex Days
- Flexible Work Arrangements
- Reimbursements for educational advancement and certifications
- Leadership development opportunities and growth coaching

**Job Types**:

- Full-time, Permanent

**Employment Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

**Work Schedule**:

- 8-hour shift

**Ability to commute/relocate**:

- Edmonton, AB T5V 1R9: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Knowledge Management: 1 year (preferred)
- IT Support: 2 years (preferred)
- IT Glue: 1 years (preferred)

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