Responsibility over technical support knowledge management content, including onsite support SOPs, MyIT Self-Help, digital signage, and other related content when requested. The position is full-time hourly (40 hrs) dedicated to the below outlined responsibilities and supporting other documentation or resourcing needs within the EUX greater organization.

Job Description:

Create, maintain, and organize knowledge management tasks involving creation and management of:

• MyIT Self-Help KB (Service Now)
• Create new articles as needed or on request
• Monitor user feedback data and update article content as needed
• Provide access, training, and support to other article writers/approvers
• Complete 6 month review process, working with SMEs to update or re-certifyknowledge articles based on ‘Next Review Date’
• Confluence and/or SharePoint content providing L2/L3 support resources
• Collaborate with Learning Management to align support content with training materials and communications
• Coordinate with and support GSD knowledgebase in OKM/Info Center
• Ownership of GSD_Agent IDM role
• Email messaging and other communication documentation

Work directly with subject matter experts (SME) to thoroughly and accurately document processes, policies, and publish support and self-help articles.

Participate in knowledge management strategy and process improvement initiatives.

• Utilize cross-team collaboration to learn and implement best practices for KM.

Identify and report gaps in documented process, inaccurate information, etc.

Assist to support internal social media (Slack #yourtechnews) channels to involve, interact with, and educate end users. Develop and post content to attract and engage group members.

You should have a proven track record in the following areas:

• Queue management with a strong focus on achieving service targets
• Delivering world class customer experience
• Championing adherence and compliance to process and policy
• Creation and maintenance of a robust library of documentation to support all areas of team activity
• Attention to detail, specifically in relation to generating, analysing and actioning metrics relating to overall team performance
• Ability to manage mini projects and execute to plan.  This should include Office moves, Renovations and M&As as well as software & hardware deployments.

You should be the primary source of knowledge for team members on:

• Imaging PC’s and MAC’s. (knowledge of SCCM and Casper)
• Active Directory Users and Computers (ADUC)
• Enterprise collaboration clients e.g Skype for Business, Slack
• End-User/Client facing configuration of Office 365
• Supporting triage steps to determine User, PC, Network, or Application issues
• Ticket management with the goal of providing timely updates to clients.
• Network Printer installation / troubleshooting
• Support of mobile devices and software to include Airwatch, PingID etc (iPad, iPhone, Android)
• Asset Management
• Knowledge, awareness and dissemination of process and policy
• Reporting and escalations as required to management team
• Cross regional collaboration with other site leads to ensure consistent, high quality delivery of service and knowledge transfer
• Any other duties that may arise from day to day.

• Strong logical thinking, and troubleshooting skills
• Technical expertise with Mac and Windows OS
• Outstanding customer service skills
• Ability to coach junior members in a matrixed management environment
• Excellent organizational skills and multi-tasking abilities
• Emphasize on task quality (be thorough, detail-oriented, responsible)
• Work efficiently and effectively without sacrificing quality
• Be a team player with strong communication skills
• Always looking for ways to continue to learn in the environment
• Must have a proven track record of customer facing engagement, across a diverse range of platforms, with the ability to effectively communicate product use and suitability