It Analyst – Knowledge Management

In the Digital Workplace & End User Experience department, in a dynamic and rapidly changing environment, you will contribute to the achievement of the ambitious objectives of the Digital User Solutions department.

As a true conductor of Knowledge management for all the products and services of the Digital User Solutions department, your first mandates will be to:

• Lead the implementation of a proven Knowledge management model (KCS) by relying on the Knowledge management platform (e.g. ServiceNow, etc.) in place and guiding the stakeholders involved.
• Lead knowledge transformation by redefining and transferring current resources to the Knowledge management platform.
• Implement and enforce ongoing governance such as: ways to monitor the quality, effectiveness of articles created, and end-user engagement with content.
• Collaborate with the IT Knowledge Management Process Leader and actively contribute to the community of practice to define and evolve tools, templates, processes, and roles and responsibilities.
• Establish and monitor indicators of Knowledge management practice.

More specifically, your responsibilities regarding Knowledge management are:

• Understand and analyze technical documents of a complex nature and popularize knowledge articles presented to the end user.
• Conduct comprehensive, fully documented, evidence-based analyses.
• Formulates professional opinions and pragmatic recommendations, all in accordance with established standards, rules and guidelines.
• Review data and reports to identify underlying trends, significant gaps, and root causes of various issues.
• Actively contribute to solving operational problems and proposing solutions to improve processes and ways of doing things.
• Carry out the professional activities and deliverables for which he/she is responsible in collaboration with other stakeholders in his/her field or work team.
• Support users throughout the improvement process by ensuring the quality of the service provided.
• Actively participate in all team activities.

Profile

• Hold a college diploma or a bachelor's degree in computer science, administration or any other relevant training at the same level, and 2 to 5 years of experience in a similar role.
• Proven experience inKnowledge management in a large company, including search engine optimization, knowledge tagging, metadata management.
• Have a keen interest in new technologies and more specifically artificial intelligence.
• 2-3 years of experience with the KCS framework or any other Knowledge management practice. 
• Know how to work with an ITSM tool and the tools of office automation tools.
• Demonstrate strong analytical, processing, coordination and collaboration skills.
• Possess very good communication, persuasion, writing and popularization skills
• Be familiar with Lean/Agile principles and have the ability to apply them in a teamwork context.
• Ability to maintain healthy working relationships with stakeholders in a variety of sectors and hierarchical levels through diplomacy and tact
• Demonstrate curiosity, autonomy, rigor and a good ability to synthesize.
• Demonstrate a willingness to learn continuously.
• Have an excellent knowledge of French and English, both oral and written.
• Experience managing content channels such as chatbots, knowledge bases, etc. will be considered an asset.
• Knowledge of the insurance and financial services industry will be considered an asset.

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