Knowledge Management Specialist

7 months ago

Toronto, Canada CDW Full time

At CDW, we highly value the energy and commitment you bring to your job every day. Our Knowledge Management Specialist role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, Fortune 200 leader. The #1 name in Canada for IT solutions, we're driving meaningful technological change for companies in virtually every industry.

The Knowledge Management Specialist role will own the end-to-end Knowledge Management process for Managed Services. This will include supporting the process for internal and clients facing services for Knowledge Management activities. We'll look to you to take ownership over establishing the process, championing its use, and reporting of operational KPI to ensure adoption and improvement over time.

Our mission is to be the best and most collaborative Managed Services provider in the country. To that end, CDW has recruited some of the best technology minds and visionary performers working in industry today.

Join us and bring your considerable talent and desire to learn, experiment and succeed in an innovative, highly autonomous, and entrepreneurial environment.

**What you'll do**
- Establish and champion the Knowledge Management process across the Canadian Managed Services organization including internal and services-based requirements.
- Develop a deep understanding of business goals, processes, and Managed Services Products
- Develop document templates and review processes with stakeholders to ensure knowledge is organized and up to date
- Promote a culture of knowledge sharing and collaboration by organizing knowledge bases, contributing regularly, and encouraging team members to contribute.
- Consider change management implications for implementation of new processes and strategize with MS resources as well as MS Leadership.
- Develop a "trusted advisor relationship with Stakeholders through effective communication.
- Manage stakeholder needs, especially when conflicting, to drive stakeholders to a consensus.
- Develop KPI's, analyze data, and provide reports as required.

**What you need to succeed**

**Must-have**
- Bachelor's degree or College Diploma in business or computer related field or equivalent experience
- 3+ years of experience in Knowledge Management
- Experience working for a Managed Services Provider
- Strong analytical skills and listening skills
- Experience delivering technical documentation for internal or client consumption.
- Demonstrated ability to build strong partnerships with all levels of the organization through intuitive business insight and personal credibility; this includes the ability to make recommendations and influence outcomes
- Experience with IT methodology and/or process implementation background
- Good knowledge of process design, process flows, mapping - Advanced proficiency in Excel, PowerPoint, Word, and Visio
- Ability to organize and execute requirements for multiple simultaneous IT projects
- Ability to act as a "leader" and Influence without authority

**Nice-to-Have**
- Advance ITIL Certification at the Practitioner or higher level
- Bilingual in English / Canadian French
- Industry certification such as ITIL (i.e., V3 or V4), Knowledge Management (i.e., KCS) or other related technical, process or governance related certifications
- Experience managing knowledge of client environments and procedures within a shared service model
- Knowledge of system integration and improvement potential of automations (via API or custom scripting)
- Business process management and methodology certifications (CBPA, CBPP, CBPL)

**Who we are**

CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates. With the breadth of products and services we offer, combined with the expertise of our specialists, there is no request too big or too small.

The well-being of our employees is essential to us. CDW offers a comprehensive benefits package, which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP/DPSP and DPSP match, tuition reimbursement, coworker discounts and other generous perks.

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