Knowledge Manager II - Deskside

Grow your career. Drive innovation.

At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company.

Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer.

Summary:  The Knowledge Manager will be responsible for creating, editing, and publishing knowledge articles into Knowledge Bases that can be accessed by those needing the information to do their day-to-day jobs.  They will ensure that the knowledge remains up to date, with valid and relevant content, by working directly with internal support teams (primarily the on-site Deskside Support Engineers) and client/vendor partners as well.  This role is a client facing role in a technical services industry.

Essential Functions:

• Independently schedule and lead meetings with internal and client Subject Matter Experts (SMEs).
• Meet with the internal and external stakeholders to create Knowledge Articles out of the processes for resolving problems.
• Create, edit, and publish Knowledge Articles in centrally located Knowledge repositories.
• Prioritize workload based on the highest volume of tickets to ensure problems are solved in the most consistent and efficient manner by all deskside team members.
• Ensure technical documentation is accurate, complete, properly formatted, and that it meets client requirements.
• Answer internal and client inquiries regarding knowledge content and practices.
• Communicate new or modified processes to both internal and client support teams.
• Utilize current Knowledge Management best practices to facilitate standardization.
• Maintain validity of knowledge content through auditing best practices.
• Measure, track, and report metrics to the defined benchmarks.
• Assist with other duties as assigned.

Required Education and Experience:

• 3 years of experience with technical writing for process documentation.
  • Alternatively, 3 years of experience in deskside support within a client environment may be substituted, provided the candidate has experience creating process documentation or effectively utilizing existing process documentation.
• Knowledge of customer service quality standards and techniques.
• Proficiency with Microsoft Office products.

Preferred Education and Experience:

• Associate’s degree in computer science, or related field.
• 1 years of experience working within a Managed Services Provider (MSP).
• Proficiency in Knowledge Management ITSM tools.
• ITIL 4 Foundation Certification.

Knowledge, Skills, and Abilities:

• Excellent verbal and written communication skills.
• Ability to capture complex processes and procedures into easy-to-understand written instructions.
• Excellent customer service, problem solving, and conflict resolution skills.
• Ability to collaborate with internal and client stakeholders at all levels of organizational hierarchy.
• Ability to work independently and manage time efficiently.
• Ability to develop and maintain professional working relationships with coworkers and clients.
• Ability to obtain information from all relevant sources and use information to identify solutions.
• Skilled in managing multiple issues at one time with attention to detail and exceptional follow-through.
• Ability to lead knowledge transfer meetings to establish support for a new client.
• Understanding of Knowledge Management metrics, reporting, and how they impact the business.

Physical, Mental Requirements and Work Environment: 

• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information is exchanged in person, in writing, or by telephone or e-mail.
• Must be able to work at a computer for at least 85% of the work shift.
• Must be able to efficiently and accurately enter data into computer programs.
• Fast-paced work environment.

Conditions of Employment:

• Must pass pre-employment, post-offer background check and drug screen.
• Must pass client specific requirements as applicable.