Knowledge Manager II - Deskside

Bell Industries • Hampton, VA

292d

About The Position

Grow your career. Drive innovation. At Bell Techlogix, employees are key to our growing success. We are always looking for driven, smart, and dedicated professionals to add to our award-winning team. We strive to create an inclusive and collaborative workplace where our employees feel valued and have opportunities for career growth. Bell Techlogix offers various training and development programs to help you advance in your career within our company. Bell Techlogix is a Certified Great Place to Work and is recognized as a Diversity Employer. The Knowledge Manager will be responsible for creating, editing, and publishing knowledge articles into Knowledge Bases that can be accessed by those needing the information to do their day-to-day jobs. They will ensure that the knowledge remains up to date, with valid and relevant content, by working directly with internal support teams (primarily the on-site Deskside Support Engineers) and client/vendor partners as well. This role is a client facing role in a technical services industry.

Requirements

• 3 years of experience with technical writing for process documentation.
• Alternatively, 3 years of experience in deskside support within a client environment may be substituted, provided the candidate has experience creating process documentation or effectively utilizing existing process documentation.
• Knowledge of customer service quality standards and techniques.
• Proficiency with Microsoft Office products.

Nice To Haves

• Associate's degree in computer science, or related field.
• 1+ years of experience working within a Managed Services Provider (MSP).
• Proficiency in Knowledge Management ITSM tools.
• ITIL 4 Foundation Certification.

Responsibilities

• Independently schedule and lead meetings with internal and client Subject Matter Experts (SMEs).
• Meet with the internal and external stakeholders to create Knowledge Articles out of the processes for resolving problems.
• Create, edit, and publish Knowledge Articles in centrally located Knowledge repositories.
• Prioritize workload based on the highest volume of tickets to ensure problems are solved in the most consistent and efficient manner by all deskside team members.
• Ensure technical documentation is accurate, complete, properly formatted, and that it meets client requirements.
• Answer internal and client inquiries regarding knowledge content and practices.
• Communicate new or modified processes to both internal and client support teams.
• Utilize current Knowledge Management best practices to facilitate standardization.
• Maintain validity of knowledge content through auditing best practices.
• Measure, track, and report metrics to the defined benchmarks.
• Assist with other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services