Knowledge Specialist  

• Author and contribute knowledge
• Monitor and maintain knowledge quality to documented standards
• Training knowledge processes
• Work with subject matter experts to enhance effectiveness of available knowledge
• Produce and analyze reports of knowledge base usage and effectiveness
• Engage in continuous process improvement
• Content administration utilizing current application toolset
• Prepare troubleshooting, procedural and reference material in electronic format
• Maintain standard tool configurations
• Meet deadlines in completing special projects
• Follow standards and processes, working as a collaborative team member

• Bachelor’s degree required, but will consider applicable work experience as it translates to an equivalent degree
• At least two (2) years of professional experience in support desk environment
• Strong attention to detail
• Leadership skills; Able to multi-task
• Excellent written and oral communication skills
• Technical writing, editing and proofreading skills
• Experience with presentations and group discussions
• Understanding agent documentation requirements
• Strong customer service experience
• Ability to work in a team environment as well as independently
• Ability work with little to no supervision
• Knowledge of HTML and Internet technologies
• Experience working with relational databases
• Adhere to attendance and schedule requirements
• May require additional project-specific training
• Understanding of JavaScript, SQL, and VBA is a plus but not required
• Training experience is beneficial but not required

Additional Notes

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.