Technical Knowledge Manager - Military veterans preferred

Description

- Encourage employees and customers to share knowledge, ensuring they are aware of the knowledge management resources available - Manage, update, and maintain all Knowledge Articles within database - Review ticket information, to include resolution, ensuring knowledge articles contain correct and updated information - Provide basic reporting on knowledge usage, creation, and helpfulness - Attend internal and customer focus meetings - Support transition team with knowledge development - Integrate with Training and Management teams to identify gaps in knowledge - Participate in weekly status call meetings

Qualifications

- Bachelor's degree in MIS, CS, English, or related degree with at least 5 years of experience, or High School diploma and 9 years of experience in technical writing and familiarity with service desks, field services, or equivalent - Attention to detail - Demonstrated ability to learn customer support processes and techniques - Excellent oral and written communication skills - Competency in MS Office Suite Desired Skills: - Familiarity with ITSM ServiceNow a plus - Familiarity with KCS principles a plus

Desired Qualifications