Knowledge & Document Management Specialist

The Knowledge and Document Management Specialist directly supports the primary objective of the Knowledge Management function, which is to increase operational efficiency, effectiveness, and quality through the delivery and effective management of company knowledge and information. This position is responsible for executing the underlying processes and systems that define the company's knowledge management function and is also responsible for the continual growth of knowledge management as a discipline and service throughout the entire organization.
Essential Functions
Administer the document management process and execute all associated procedures in accordance with TekLinks' Document Management Policy.
With the help of internal support, assist in the creation, development and daily maintenance of the knowledge management infrastructure.
Work with departments throughout the organization to understand their information needs and provide tailored solutions within the knowledge management infrastructure to meet those needs.
Maintain and update certain common-access information repositories within the TekLinks intranet.
Continually seek opportunities to grow TekLinks' overall self-service capabilities through knowledge sharing and management.
Collect relevant data that is useful for the organization as knowledge.
Actively promote the knowledge agenda within and beyond the company.
Encourage individual learning and innovative thinking.
Help determine what technology is needed for the knowledge management effort and help implement these technologies.
Assist departments throughout the organization with the development of department-owned knowledge centers captured within the knowledge management infrastructure.
Competencies
Ability to work collaboratively with others to effectively meet established goals and objectives
Sound foundation in technology to ensure fluency with all Knowledge Management users
Proficiency with customer relationship management systems and enterprise content management systems
Strong interpersonal and communication skills, especially written communication skills
Ability to foster a cooperative work environment
Skills in organizing information in a manner that maximizes information accessibility and usability and that also minimizes maintenance costs
Ability to develop, plan and implement short and long-range goals
Ability to develop and maintain record keeping systems and procedures
Ability to keep current on technological developments/trends
Ability to follow highly detailed processes, procedures, and checklists
Ability to write highly detailed instructions appropriate for the targeted audience
Ability to manage and report on defined knowledge and document management work efforts
Required Education, Experience, and Certifications
Bachelor's Degree or equivalent combination of education and relevant experience
1 year experience with Knowledge Base Management
Preferred Education, Experience, and Certifications
English or Journalism degree
Experience with technical writing
Experience with Confluence
Experience with ConnectWise
Additional Eligibility Qualifications
Experience leading and supporting the ITIL framework
Familiar with the requirements of ISO 20000-1 and ISO 27001 standards

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