Knowledge Manager, IT Support & Self-Help

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

Job summary

The role emphasizes developing best practices for knowledge management and self-help while coordinating with the IT Manager for End User Services to meet deadlines and deliver measurable improvements.

Qualifications

• High School diploma or GED required; Bachelor's degree preferred.
• 3-5 years related experience in knowledge or content management within IT.
• ITIL Certification within 12 months of hire.
• Agile Certification within 12 months of hire.
• Advanced technical computer skills for IT support specific to the function.

Responsibilities

• Establish knowledge management across all entities and drive onboarding of new/updated applications, tools, and processes within IT Support Services.
• Create, maintain, and govern knowledge articles for end users by IT support staff.
• Lead self-help initiatives and develop a knowledge-first culture to support end users.
• Collaborate with IT peers to map interfaces between legacy and new systems.
• Translate requirements into detailed documentation and plan with facilities to meet deadlines.

Skills

Knowledge management

Content management

ITIL Certification

Agile Certification

End user support

Education

High School diploma or GED

Bachelor's degree preferred

Tools

Office suite

Knowledge base systems

Job description

The role emphasizes developing best practices for knowledge management and self-help while coordinating with the IT Manager for End User Services to meet deadlines and deliver measurable improvements.