.Why CompuCom?
(Overview):The Knowledge Services II position is responsible to oversee the preparation, writing, and revision of knowledge articles.
The position will also perform quality checks and create videos.
In addition, this position will also ensure knowledge articles show up in the top 5 results when searched for.
They will also organize existing technical procedures into knowledge scripts Coordinate, change, publish draft knowledge documents into a knowledge base.
Adhere to an Operation's Level Agreement with Service Desk customers for run and maintain of knowledge documents in a knowledge base and chat-bot scripts and content optimization of L0 knowledge if applicable Assist with and be able to write technical procedures for knowledge input Participate in knowledge evergreen process as prescribed by the knowledge process.What We Need & What You'll Do (Responsibilities):- Interact with internal teams and SME's to gather content and help write as needed.
The ability to write clearly for the intended audience (employees, manager, and support agents as well as across domains - technical, facilities, HR, travel & expense are all different topics requiring different writing styles).- Understanding of ITIL methodology and CSM tools (Service Now) and- the relationships with Service Portfolios.- Analysis of Knowledge base usage seeking to generate and propose- Continual Service Improvement for the tool (KB, CI, etc.)
- KCS methodology adherence (External Clients).- Responsible to motivate the Linkage rate 80% by constantly communicating with the SD operation stakeholders (Internal Clients).- Responsible to review and process the Feedback / Request comments received on the ticketing system according to its SLA (Internal Clients).- Responsible of implementing and follow up on the Feedback / Request information gathering according to its SLAs (External Clients).Who You Are (Qualifications):- Bachelor's Degree- Strong Excel Skills.- Power point Advanced Skills.- Experience in creating and developing technical procedures.- Understanding of Artificial Intelligence or the Expert Systems.- Must be proficient in MS-office and Google Suite tools Should be able to create detailed graphs for presentations.- Essential working knowledge of HTML, CSS and Java and experience with Web design tools such as Wix or WordPress.- HTML coding skills.- Bold360ai Training.- Qlik Training KCS Foundation Course.- Service Now contributor Publisher Role.- KCS capabilities.- Write, own, maintain, update, edit, and publish content.
Perform quality checks & create videos.- Excellent communication and technical writing skills.- Presentation and project leadership skills.- Search Optimization - ensure articles show up within top 5 results.- Ability to interact with SMEs (Subject Matter Experts) to gather content and help write it as needed