IT Knowledge Management Analyst – Applications
Location: New Westminster, BC – Hybrid, 2–3 days onsite
Contract: 6 months, Full-Time
Hours: 37.5 hours/week
Pay Rate: $50-55/hour INC
The Opportunity
We’re looking for an experienced IT Knowledge Management Analyst to support knowledge management and documentation within a large IT service delivery environment.
This role is ideal for someone who combines technical writing, Knowledge-Centered Service (KCS), IT process documentation and knowledge base governance with strong stakeholder communication skills.
What You’ll Be Doing
- Create, review and improve technical documentation and knowledge articles
- Manage the full lifecycle of knowledge content, including creation, review, publishing, maintenance and retirement
- Apply KCS methodology and knowledge management best practices
- Develop and document IT processes, procedures and standards
- Organize knowledge bases using effective taxonomy, tagging and content governance
- Develop training guides, reference materials and job aids
- Work with technical teams and SMEs to gather and validate information
- Support integration of knowledge management with incident and problem management
- Track KPIs and reporting to identify knowledge gaps and improvement opportunities
- Help improve self-service resources and overall IT service delivery
- Support continuous improvement of knowledge management tools and processes
What We’re Looking For
- 4+ years of technical writing and knowledge development experience within IT operations or service delivery
- Strong understanding of Knowledge-Centered Service (KCS)
- Experience developing and maintaining technical documentation, knowledge articles and procedures
- Strong knowledge of documentation lifecycle and content governance
- Ability to translate complex technical information into clear, user-friendly content
- Experience working directly with technical teams and subject matter experts
- Strong research, analytical, organizational and communication skills
- Experience with knowledge management or documentation publishing platforms
- Post-secondary education in IT or a related discipline
- Strong Microsoft Office skills
Nice to Have
- ServiceNow or similar ITSM platform experience
- Corporate applications experience
- Incident and problem management knowledge
- KPI/OKR reporting and analytics
- Experience in a large, complex IT environment
- Formal experience applying KCS methodology
