Knowledge Management Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Leverage knowledge to foster informed decisions and enhance service delivery within government!

• Create and manage Knowledge Bases (KBs) as a self-service platform for content management and dissemination.

• Set up KB frameworks, categories, and role-based access controls.

• Tailor workflows for the publication, updating, and retirement of articles.

• Strategize and execute KB patches, fixes, enhancements, and upgrades.

• Engage in System and User Acceptance Testing (UAT).

• Develop and refine Knowledge Management governance frameworks, processes, and procedures.

• Document workflows, templates, and operational standards.

• Facilitate monthly meetings for the KM Representative Committee.

• Oversee the onboarding and offboarding processes for KM authors and approvers.

• Organize and provide KM training for service teams and users.

• Collaborate with support teams and vendors to ensure alignment of KBs with business requirements.

• Involve stakeholders in identifying current and future needs.

• Drive Continual Service Improvement (CSI) initiatives.

⛳️ Requirements

• A bachelor's degree in Computer Science, Information Technology, or a related discipline.

• At least two (2) years of relevant experience.

• Experience with a Knowledge Management System that supports the KM process, such as ServiceNow, Remedy, or similar.

• ITIL and/or ITSM Certification.

• Equivalencies: A related two-year diploma in computer technology or a similar field from an accredited post-secondary institution along with four (4) years of relevant experience; or a related one-year certificate from an accredited post-secondary institution with five (5) years of relevant experience.

• Assets: Familiarity with privacy and security legislation. Experience in knowledge base design and/or configuration, including structure, categorization, and user access controls. Proficiency in configuring, managing, or supporting content workflows, including publishing, approval, and retirement processes. Experience in System Integration Testing (SIT) and/or User Acceptance Testing (UAT), including test execution and issue tracking. Experience in developing, maintaining, or supporting governance processes, procedures, and documentation within a knowledge management setting. Ability to identify, analyze, and implement process improvements for enhanced service delivery and operational efficiency. Knowledge of anticipated IT services and future technological directions in the GoA. Awareness of Alberta Government goals, strategies, priorities, and initiatives, particularly in relation to the mandate of IMT. Strong analytical skills to evaluate issues and devise innovative solutions. Excellent verbal and written communication abilities, including effective consultation, facilitation, and presentation skills. Experience in creating professional presentations, training materials, and conducting training sessions. High proficiency with standard business software tools.

🏝️ Benefits

• Positive workplace culture and work-life balance.

• Opportunities for professional learning and development.

• Leadership and mentorship programs.