Knowledge Management Lead for IT Support & Self-Help

Beth Israel Lahey Health; Boston (MA); On-site; USD 85,000 - 114,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Knowledge Management specialist to own and govern knowledge across IT Support Services. You will drive onboarding processes for new or updated applications, and create self-help resources for end users.

Working with the IT Manager for End User Services, you will document interfaces between legacy and new systems, promote best practices, and ensure accurate knowledge articles are accessible to the support staff.

Qualifications

• High School diploma or GED required; bachelor’s degree preferred.
• 3–5 years related work experience in knowledge or content management within IT.
• Advanced technical computer skills for IT support functions.

Responsibilities

• Drive knowledge management and end user self-help initiatives.
• Establish onboarding processes for new or updated applications and tools.
• Create, maintain, and use knowledge articles for IT support staff.
• Collaborate with IT managers and cross-functional teams.
• Document interfaces between legacy and new systems.
• Translate customer requirements into detailed requirements documents.
• Set deadlines and coordinate with facilities to meet them.
• Develop best practices for knowledge management across Support Services.

Skills

Knowledge management

Content management

Interpersonal skills

Customer facing

Written communications

Education

High School diploma or GED

Bachelor's degree preferred

Job description

Beth Israel Lahey Health is seeking a Knowledge Management specialist to own and govern knowledge across IT Support Services. You will drive onboarding processes for new or updated applications, and create self-help resources for end users.

Working with the IT Manager for End User Services, you will document interfaces between legacy and new systems, promote best practices, and ensure accurate knowledge articles are accessible to the support staff.