Position Description: The Knowledge Management Analyst will provide assistance to and report to the Knowledge Management Analyst II. Together they form the Knowledge Management Team which is responsible for maintaining the integrity of all knowledge required by the Service Desk. This includes knowledge required for the real-time resolution of incidents (Knowledge Base) as well as knowledge required for training Service Desk agents in their technical and business environment. The KMAI will be the gatekeeper of all solutions published within the knowledge base; they will liaise with the Tier 2 support teams to insure that the information is correct and current.
Requirements:
- BA degree in computer sciences or other technical discipline, or at least three to five years of related work experience.
- Minimum of 3 years working in an IT Service Delivery environment.
- Experience working in an administrative or development capacity with a knowledge base.
- Experience developing training for an IT environment.
Additional Requirements: - Good understanding of the Service Desk environment, the challenges and the objectives
- Excellent organizational skills
- Leadership skills; must have provided direction to a team of 2 or more people.
- Strong business/technical oral and written communication skills (technical and non-technical)
- Broad range of telecommunications, network and desktop knowledge is highly desirable including experience in
- Telecommunications
- OS/applications
- Desktop
- Network
- Midrange
- Mainframe
Responsibilities: - Responsible for actively working with the Ryder professionals to ensure their technical knowledge of the Ryder products and services is captured; topics are researched and solutions are written to help increase First Contact Resolution
- Responsible for working with the IT Service Desk professionals and Ryder 2nd Level Solver groups to collect and standardize relevant knowledge
- Manages content of knowledge base; ensures quality; promotes and coordinates knowledge sharing within the Service Desk
- Researches, collects and documents product specifications, instructional information and other related data to provide professionals with resolutions or specific questions to ask before assigning an incident to solver groups
- Creates and maintains a functional, easy to use and cost effective knowledge base
- Responsible for maintaining knowledge base training material
- Provides technical coaching and mentoring to Ryder professionals (solution authors) on the creation of knowledge base articles
- Creates, maintains and publishes the knowledge base documentation template
- Develops knowledge base articles in accordance with publication standards
- Writes solutions in a step-by-step format, following the established solution standards
- Responsible for proofreading and editing documentation from professionals
- Submits written and proposed solutions to system or application owner within Ryder for approval as the proper way of resolving issues, if required
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.