Knowledge and Request Management Analyst

Company:
Finning International Inc.

Number of Openings:
1

Worker Type:
Permanent

Position Overview:
Reporting directly to the Global Service Management Office (SMO) Manager, the Knowledge and Request Management Analyst position is responsible for producing high-quality technical content for the Finning users globally and supporting the request management function. The role will help employees to self-serve where possible by creating knowledge base content, defining and maintaining service requests, improving employee productivity, reducing support costs, maximizing technology investments, and continually improving employee experience.

The Knowledge and Request Management Analyst will work across all IT service towers, supporting the creation of all user-facing content including service requests, how to’s, training and process documentation, and hints and tips in the ServiceNow Knowledge and Request Management systems.

**Job Description**:
Major Job Responsibilities:
Knowledge Content Creation (35%)
- Create accessible, in-depth user guides/how to’s, Frequently Asked Questions, and troubleshooting content in the ServiceNow Knowledge Management module.
- Collaborate with D&IT and business staff to identify required materials, and create new/improve upon existing knowledge articles
- Produce content using the appropriate medium, such as manuals or videos, for the message and audience
- Standardize knowledge content quality, appearance, and tone

Request Management Support (35%)
- Assist with the creation, modification, and management of service request templates in the ServiceNow Service Request module.
- Collaborate with D&IT and business staff on the measurement and performance of the Service Request process.

Measure and Improve (20%)
- Collect user feedback and usage data to update and improve knowledge content and request management
- Propose and execute activities to elicit participation and feedback from business stakeholders
- Edit knowledge content prepared by other writers or staff and provide feedback to improve future content
- Develop and report on ServiceNow metrics to identify improvement opportunities, content gaps and efficiencies

Projects Excellence (5%)
- Support technical training initiatives, including content creation
- Collaborate with the Organisation Change Management (OCM) team to ensure consistent messaging for both operations and projects

Service Management Office support (5%)
- Assist with creation and testing of new request catalogue items
- Monitor open requests submitted through the request management system

Accountability:

- To research, outline, write, and edit new and existing content, working closely with various departments to understand requirements
- To research, create, and maintain information templates that uphold organizational standards, and allow for easy data migration
- To monitor service level requests and escalate if necessary.

Qualifications:

- Graduate of a recognized Institute of Technology or University program in Information Technology or a related field. B.Sc. (Computing), B.Sc. (Tech) & Technical Diploma (Computer Systems Technology)
- 1-3 Years of relevant industry experience as an effective technical writer. Alternatively, 2-5 Years IT Helpdesk/Service Desk Experience.
- Strong working understanding of Knowledge management best practices to manage the lifecycle of technical documentation including draft, review, and publish phases.
- Solid working knowledge of Microsoft Office suite
- Proficiency in ServiceNow Knowledge management is a nice to have

Soft Skills:

- Ability to translate highly technical information into easily understandable information for business users and accurate and concise guides for technical support analysts.
- Creative skills and usage of standard presentation tools for technical/process flow diagrams and charting/reporting that increase users’ understanding.
- Fluent in English verbal and written word. Spanish language fluency is an asset.
- Excellent communication and documentation skills
- Ability to prioritize and time manage in a high demanding environment
- Self-starter who possesses the ability to work with mínimal supervision independently and in a team environment
- Highly organized with strong attention to detail.
- Critical thinker and problem-solving skills
- Ability to adapt and grow as required