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TEEMA

IT Knowledge Management Analyst

Vancouver, BC, Canada

$50 to $55 CAD / hour · Contract

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Job details

Pay: $50 to $55 CAD / hour
Job type: Contract
Apply by: Nov 6, 2026
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: Oct 7, 2026

Original job description

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

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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

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

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