Knowledge Manager, IT Support & End-User Self-Help

Anna Jaques Hospital; United States; On-site; USD 85,000 - 115,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Knowledge Management professional to lead the creation, maintenance, and governance of knowledge articles across IT Support Services. The role focuses on onboarding and updating applications, tools, and processes, with a strong emphasis on end-user self-help and customer-facing excellence.

The ideal candidate will bring 3-5 years of knowledge/content management experience in IT, ITIL and Agile certifications within the first year, and strong written and

Qualifications

• High School diploma or GED required; Bachelor's degree preferred.
• 3-5 years related work experience in knowledge/content management within IT.
• ITIL Certification within 12 months.
• Agile Certification within 12 months.

Responsibilities

• Establish knowledge-management processes and policies across IT Support Services.
• Develop and maintain knowledge articles for end users and staff.
• Drive self-help initiatives for end users.
• Collaborate with IT colleagues to understand challenges and document interfaces.
• Translate customer requirements into detailed requirements documents and plan with facilities to meet deadlines.

Skills

Knowledge management

Customer facing

Interpersonal skills

Written communications

Oral communications

Education

High School diploma or GED

Bachelor's degree preferred

Job description

Beth Israel Lahey Health is seeking a Knowledge Management professional to lead the creation, maintenance, and governance of knowledge articles across IT Support Services. The role focuses on onboarding and updating applications, tools, and processes, with a strong emphasis on end-user self-help and customer-facing excellence.

The ideal candidate will bring 3-5 years of knowledge/content management experience in IT, ITIL and Agile certifications within the first year, and strong written and