Knowledge Specialist

Task Responsibilities:

• Develop and execute a knowledge management strategy aligned with ITIL best practices and business objectives, defining knowledge-related roles, responsibilities, and interactions to optimize and standardize knowledge within EUSS-IS.
• Establish policies, standards, and workflows for knowledge creation, validation, maintenance, and distribution, fostering collaboration across Service Components.
• Oversee the consolidation and alignment of knowledge across Service Components, ensuring consistency at the framework contract level and facilitating internal communication.
• Identify documentation gaps and proactively enhance knowledge assets.
• Create training materials on common topics, deliver internal training sessions, and establish a structured internal training plan at the framework level.
• Conduct workshops and training programs to educate support teams on knowledge management tools, processes, and best practices.
• Generate regular reports on knowledge base utilization, gaps, and improvements while ensuring knowledge-related KPIs are met and reported.
• Support knowledge migration and transfer during team transitions, system upgrades, and new application deployments.
• Supervise the Technical Writers of Service Components and collaborate with Service Managers to ensure accurate documentation of issues and resolutions.
• Identify skill gaps at the Framework and Management levels and propose targeted training programs to address them.

Qualifications & Skills Required:

• Minimum 2 years of experience in knowledge management.
• Strong understanding of application support workflows, ITSM tools (e.g., ServiceNow, Jira, Confluence, Wiki), and ITIL principles.
• Excellent written and verbal communication skills for effective knowledge documentation and presentation.
• Strong analytical skills to identify knowledge gaps and implement improvements.
• Experience in cross-functional teamwork and managing knowledge-sharing initiatives.
• ITIL v3/v4 certification, particularly in Knowledge Management or Service Operations.
• Fluency in both English and French (written and spoken).
• Proactive and solution-oriented mindset.