Closed listing
IT Knowledge Management Analyst
- Vancouver, BC, Canada
$50 to $55 CAD / hour · Contract
This opening has closed.
The original listing is kept below for reference.
Job details
- Pay
- $50 to $55 CAD / hour
- Job type
- Contract
- Closing date
- Experience
- 4+ years of technical writing and knowledge development experience within IT operations or service delivery
- Working hours
- 37.5 hours/week
- Posting language
- English
- Posted
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Search current openingsOriginal job description
Archived listing. The details below describe a past opening.
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
More about this job
Responsibilities
Create, maintain, and govern technical documentation and knowledge content throughout its lifecycle, applying KCS practices and effective taxonomy. Collaborate with technical teams and subject matter experts to document IT processes, improve self-service and service delivery, and report on knowledge-related KPIs and gaps.
Requirements
Requires 4+ years of technical writing and knowledge development experience in IT operations or service delivery, along with strong KCS knowledge and experience managing technical documentation and content governance. Candidates should be able to translate complex technical information for users, work effectively with technical teams and subject matter experts, and have post-secondary education in IT or a related discipline.
Skills
- Technical Writing
- Knowledge Management
- Knowledge-Centered Service (KCS)
- IT Process Documentation
- Knowledge Article Development
- Content Governance
- Knowledge Base Taxonomy
- Technical Documentation
- Stakeholder Communication
- Research and Analysis
- Incident Management
- Problem Management
- KPI Reporting
- Continuous Improvement
- Microsoft Office
- ServiceNow
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Administrative
Keywords
- Knowledge Management
- Knowledge-Centered Service (KCS)
- Technical Writing
- IT Operations
- IT Service Delivery
- Knowledge Articles
- Technical Documentation
- Documentation Lifecycle
- Content Governance
- Knowledge Base
- Taxonomy
- Tagging
- IT Processes
- Procedures
- Standards
- Training Guides
- Job Aids
- Subject Matter Experts
- Incident Management
- Problem Management
- KPIs
- OKR Reporting
- Self-Service
- ServiceNow
- ITSM
- Corporate Applications
- Microsoft Office
- Continuous Improvement