Knowledge Management Analyst

Government of Alberta•Edmonton, AB

1d•CA$83,258 - CA$114,316•Remote

About The Position

The Alberta Public Service works to build a stronger province for current and future generations. We make a difference in the lives of Albertans through rewarding and diverse career opportunities. Technology and Innovation is responsible for making innovation and technology the driving force behind Alberta’s economic growth and diversification. The passionate and solutions focused people that we hire help us to drive vital programs and services that affect Albertans. Whatever your position is here, you will be a part of something great. Join us! Unlock knowledge to enable smarter decisions and better service delivery across government! The Infrastructure and Service Management Branch support the Government of Alberta’s IMT infrastructure, productivity tools, and enterprise service operations, including incident response, service requests, and end-to-end technical service delivery. Within the Service Management Team, we deliver key service management capabilities including Service Catalogue and Design, Continual Service Improvement, Reporting and Survey Management, Knowledge Management, Service Communications, OCM, and Training. Reporting to the Knowledge Management, Reporting and Survey Manager, you will support the design, implementation, operation, and maintenance of the Knowledge Base (KB) environment. You will ensure knowledge is accurately captured, structured, and accessible, enabling staff to quickly find the information they need. Your work will improve information flow, support effective decision-making, and enhance overall service efficiency.

Requirements

A university degree in Computer Science, Information Technology or a related field.
A minimum of two (2) years of related experience.
Experience working with a Knowledge Management System utilized to provision the KM process such a ServiceNow, Remedy or similar.
ITIL and/or ITSM Certification.

Nice To Haves

Experience working with privacy and security related legislation.
Experience with knowledge base design and/or configuration, including structure, categorization, and user access permissions.
Experience configuring, managing, or supporting content workflows, including publishing, approval, and retirement processes.
Experience participating in System Integration Testing (SIT) and/or User Acceptance Testing (UAT), including test execution and issue tracking.
Experience developing, maintaining, or supporting governance processes, procedures, and documentation within a knowledge management environment.
Experience identifying, analyzing, and implementing process improvements to enhance service delivery and operational efficiency.
Knowledge of the expected IT services and related future directions of technology in the GoA.
Knowledge of Alberta Government goals, strategies, priorities and initiatives, particularly as they relate to the mandate of IMT.
Ability to analyze, evaluate, identify problem areas, and create innovative solutions to address issues identified.
Excellent communication skills, both verbal and written, including very good consultation, facilitation, and presentation skills.
Experience in preparing professional presentations, training materials and conduct training sessions.
Excellent proficiency with standard business software tools.

Responsibilities

Design and maintain Knowledge Bases (KBs) as a self-service platform for content management and sharing.
Configure KB structures, categories, and role-based access controls.
Customize workflows for article publishing, updates, and retirement.
Plan and implement KB patches, fixes, enhancements, and upgrades.
Participate in System and User Acceptance Testing (UAT).
Develop and enhance Knowledge Management governance frameworks, processes, and procedures.
Document workflows, templates, and operational standards.
Facilitate monthly KM Representative Committee meetings.
Manage KM author/approver onboarding and offboarding processes.
Coordinate and deliver KM training for service teams and users.
Collaborate with support teams and vendors to ensure KB alignment with business needs.
Engage stakeholders to identify current and future requirements.
Lead Continual Service Improvement (CSI) initiatives.