IT System Specialist

Aliant Resources; Mississauga; Hybrid; CAD 90,000 - 105,000; Full time

Job summary

Aliant Resources in Mississauga, Ontario is seeking a Knowledge Base Specialist to develop, optimize, and govern the IT ServiceNow knowledge base to support Service Desk operations and improve resolution times.

You will collaborate with SMEs to validate content, enforce governance standards, manage article lifecycles, and drive knowledge reuse and self-service with a strong emphasis on KCS principles and ITIL processes.

Qualifications

• ITSM environment experience (ServiceNow preferred).
• Strong ITIL knowledge (Incident, Problem, Change, Knowledge).
• Proven knowledge base development in an enterprise environment.
• Strong technical writing and documentation skills.
• Experience with knowledge management tools.
• Ability to work with cross-functional technical teams to gather and validate information.
• Analytical mindset with metrics-driven improvements.
• KCS certification or experience is mandatory.

Responsibilities

• Develop, review, and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Coordinate with Service Desk and SMEs to validate content and obtain approvals; manage review cycles.
• Establish and enforce knowledge governance standards (ownership, approvals, review cycles).
• Maintain knowledge structure (taxonomy, categorization, tagging, search optimization).
• Manage the knowledge lifecycle (create, review, update, retire content).
• Ensure knowledge management is integrated with ITSM processes (e.g., Change, CAB requirements for KB articles).
• Monitor usage and performance metrics (search success, article usage, FCR).
• Identify knowledge gaps and drive continuous improvement initiatives.
• Support staff training and adoption of KB best practices (KCS preferred).

Skills

ITSM experience

ServiceNow

Knowledge management

Technical writing

Metrics driven

Tools

ServiceNow platform

Job description

Closing Date: August 14, 2026, 2:00 p.m. (Eastern Standard Time)

Location: Mississauga, Ontario (Hybrid - 3 days per week in the office)

Employment Type: Contract (6 months)

Start Date: Immediate

End Date: February 10, 2027

Work Schedule: 35 hours per week

Salary: $50.39 per hour (contractors must be incorporated)

Consider your new role with Aliant Resources and our municipal government client The City of Mississauga.

About Us:

Aliant Resources is a dedicated provider of IT staffing services, committed to promoting diversity, equity, inclusion, belonging, anti-racism, and accessibility in all facets of our operations.

Job Summary:

This resource will be responsible for developing, optimizing, and governing our IT ServiceNow knowledge base, ensuring it effectively supports Service Desk operations, improves resolution times, and enables knowledge reuse and self-service.

Key Responsibilities:

• Develop, review, and maintain knowledge base articles, SOPs, and troubleshooting guides.
• Work with Service Desk and SMEs to validate knowledge content and usability, obtaining SME approvals, and managing article review cycles.
• Establish and enforce knowledge governance standards (ownership, approvals, review cycles).
• Maintain knowledge structure (taxonomy, categorization, tagging, search optimization).
• Manage the knowledge lifecycle (create, review, update, retire content).
• Enforce knowledge management practices in other ITSM processes (Problem, Change). Knowledge Management is already integrated with other ITSM processes, so this person's role is to ensure that integration is being used (e.g., each change request must have a KB article before CAB approves it).
• Monitor usage and performance metrics (e.g., search success, article usage, FCR improvement).
• Identify knowledge gaps and implement continuous improvement initiatives.
• Support staff training and adoption of knowledge base best practices (KCS approach preferred).

Required Qualifications and Skills:

• Experience working in an IT Service Desk / ITSM environment (ServiceNow preferred).
• Strong understanding of ITIL processes (Incident, Problem, Change, Knowledge Management).
• Proven experience managing or developing a knowledge base in an enterprise environment.
• Strong technical writing and documentation skills.
• Experience with knowledge management tools.
• Ability to work with cross-functional technical teams to gather and validate information.
• Analytical mindset with experience using metrics to drive improvements.

Mandatory Qualifications:

• Knowledge-Centered Service (KCS) certification or experience.

Preferred Qualifications:

• ServiceNow experience/certification (or equivalent ITSM platform).

Security Credentials:

Successful candidates will be required to successfully complete:

• Three (3) professional reference checks
• Criminal Background Check

Additional client security screening may be required before onboarding.

At Aliant Resources, we value diversity and inclusion and we encourage candidates of all backgrounds to apply. We are an equal opportunity employer and we look forward to welcoming you to our team.

Diversity Statement:

At Aliant Resources, we are committed to building a workforce that reflects the communities we serve and to promoting a diverse, anti-racist, inclusive, accessible, merit-based, respectful, and equitable workplace.

Accessibility Statement:

Aliant Resources is dedicated to making our recruitment process accessible to everyone with or without a disability. We adhere to workplace accessibility standards to ensure that individuals with disabilities can fully participate in employment opportunities. We understand the importance of identifying and removing barriers, and we strive to provide an inclusive experience for all candidates.

Workplace Accommodations:

We offer workplace accommodations throughout the recruitment process and all aspects of employment consistent with the requirements of the AODA and OHRC.

If you require workplace accommodations due to a disability, injury, illness, or any other condition that may affect your ability to apply online or perform essential job functions, please reach out to us at [e-mail]. Your request will be answered, and we will collaborate with you to provide appropriate workplace accommodations as required.