Knowledge Management Analyst

3 months ago

Orangeville, Canada FULLY MANAGED INC Full time

**Join our team**

Fully Managed by TELUS is a one-stop-shop for technology solutions that help businesses navigate and succeed in today's digital world of work. With decades of collective experience in IT, Fully Managed by TELUS provides companies with the technology support, expertise, and products and services they need to be productive and proactive - helping them work smarter, more securely and with greater efficiency.

The Fully Managed by TELUS team leads a diverse Managed Services portfolio in a fast-paced and entrepreneurial environment, providing a great place to learn and grow. We are the destination of choice for entrepreneurial data-driven people that enjoy a challenge. We have a culture and team members with values that focus on ownership, outcomes, curiosity, iteration and celebration.

**The impact **you'll** make and what **we’ll** **accomplish** together**

As a** Knowledge Management Specialist, **you will play a pivotal role in managing and enhancing the flow of information and knowledge within our Managed Service Provider (MSP) organization. You will be responsible for developing, implementing, and optimizing knowledge management strategies to ensure efficient utilization of organizational knowledge and expertise. You will encourage a culture of knowledge sharing and collaboration.**What **you’ll** do**Knowledge Management Strategy**: Develop and implement a comprehensive knowledge management strategy aligned with the organization's goals and objectives.-
**Knowledge Capture**:Implement processes and tools for capturing, documenting, and organizing valuable insights and expertise from organization SMEs.-
**Knowledge Standardization**: Develop consistent and standardized formatting and file structure for Knowledge Articles and SOPs-
**Content Development**:Create, curate, and maintain knowledge resources such as documentation, best practices, and standard operating procedures (SOPs) for various processes and services offered by the organization.-
**Continuous Improvement**:Monitor and evaluate the effectiveness of knowledge management initiatives. Using KPIs, identify areas for improvement and implement enhancements to optimize knowledge sharing and utilization processes.-
**Compliance and Governance**:Ensure compliance with relevant policies, regulations, and standards related to information security, data privacy, and knowledge management practices.-
**Training and Onboarding**:Develop training materials and resources to support the onboarding and continuous education of new employees. Conduct training sessions to promote understanding and utilization of knowledge management tools and practices.**What you bring**- 3+ experience in knowledge management roles, preferably within the IT industry or MSP environment.-
- Strong understanding of knowledge management principles (in particular Knowledge Centered Service), methodologies, and best practices.-
- Proficiency in knowledge management tools and platforms-
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.-
- Analytical mindset with the ability to evaluate and interpret data to drive decision-making and continuous improvement.**Great-to-haves**- Knowledge Management Certification (i.e. Certified Knowledge Manager/Practitioner)-
- Experience with ServiceNow Knowledge Management Module use and implementation-
- Excellent oral and written communication skills-
- Familiarity with ITIL (Information Technology Infrastructure Library) framework and practices**Salary range $60,000-$95,000**

**Interested?**- Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.No recruiters and no phone calls please

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