Knowledge Specialist

Job description: Quality Analyst : Governance Knowledge Specialist

Introduction

We are seeking a proactive and detail-oriented Knowledge Specialist to act as a Knowledge Communicator Ambassador in an agile, dynamic Service Delivery Management environment. In this role, you will ensure that critical institutional knowledge is continuously created, refined, structured, and effectively utilized across the organization.

Description of tasks

Knowledge Creation

• Develop and maintain technical and non-technical knowledge assets, including SOPs, SDPs, ITIL processes, policies, step-by-step guides, templates, how-to articles, newsletters, and intranet content.
• Work closely with subject matter experts to enhance documentation by capturing best practices, process workflows, lessons learned, meeting minutes, and project guidelines.

Knowledge Maintenance

• Ensure proper categorization, accessibility, and usability of knowledge assets across Confluence, SharePoint Online, and ServiceNow.
• Monitor and drive the implementation of small-scale knowledge management projects.

Knowledge Sharing

• Lead and facilitate knowledge-sharing initiatives, including training sessions on Confluence, SharePoint Online, and ServiceNow functionalities.
• Foster a knowledge-sharing culture by acting as a Knowledge Communicator Ambassador and supporting internal communities of practice.

Training & Compliance

• Track progress on Training and Learning initiatives by coordinating with stakeholders, engaging with attendees, and maintaining relevant training reports.
• Ensure compliance with the organization's Knowledge Management Strategy, Communication, Training and Learning policies, and data security regulations.

Knowledge and skills

• Bachelor's or master's degree in Knowledge Management, Information Science, Business Administration, or a related field.
• Minimum 4 years of experience in a Knowledge Specialist role, in a Service Delivery, European environment.
• Strong expertise in MS Word, PowerPoint and Excel, in SharePoint online, Confluence, and ServiceNow. (mandatory)
• Excellent verbal and written communication skills in both English and French, with the ability to facilitate training and workshops.
• Organized, quick learner, agile, and autonomous.
• Strong collaboration skills, with the ability to work across teams and departments.
• Previous experience within a European environment is considered a plus.