IT System Specialist - Knowledge Management Focus

Elevate your career as an IT System Specialist with Aliant Resources, based in Mississauga. This hybrid contract role is centered on enhancing the Service Now knowledge base for better operational outcomes.

In this six-month position, you will play a key role in developing and optimizing the knowledge resources that support the Service Desk. Your understanding of ITIL processes and expertise in knowledge management tools will enable you to enforce best practices and improve service efficiency. By validating knowledge content with cross-functional teams, you ensure a robust repository for staff and clients.

Key Responsibilities:

• Maintain and optimize knowledge articles and troubleshooting guides

• Collaborate with SMEs for content validation and approvals

• Develop knowledge governance standards and manage review cycles

• Oversee the complete knowledge lifecycle and structure

• Monitor and analyze usage metrics to drive improvements

Requirements:

• Relevant IT Service Desk/ITSM experience

• KCS certification or related experience

• Strong technical writing and documentation expertise

• Ability to analyze and interpret metrics

• Knowledge management tool experience required

Utilize your IT expertise to foster a culture of knowledge sharing at Aliant Resources.
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