Knowledge Management Specialist - Network Operations

Our Digital & Technology team wakes up every day with one goal in mind – to connect Canadians to the people and things that matter most. Collectively, we’re proud to support 30 million Canadians each month.

We manage a robust portfolio that champions the leading edge of technology and media. We drive projects that expand connectivity to underserved communities from coast-to-coast-to-coast; build and enhance our fixed broadband network to provide high-speed Internet, TV and Smart Home Monitoring; and support our world class wireless network, offering our customers Canada’s largest and most reliable 5G network. As the Digital & Technology team, we are building our tomorrow, today.

Come play a key role in building the future of innovation in Canada, Let’s make your possible.

Do you enjoy working on high-scale, complex, and high visibility projects and programs?  If yes, consider the following opportunity:

Knowledge is one of most important assets to an organization, it bridges the gap between various departments by sharing relevant and current Knowledge Based resources to ensure a best-in-class customer experience. In this role, you will be responsible for collaborating with internal stakeholders and subject matter experts across our organization, giving you the opportunity to stretch your technical writing capabilities and make a difference for our internal and external customers. As part of the recruitment process, successful candidates will be required to complete criminal and credit background checks.

What you will do:

• Creating and reviewing technical knowledge articles.
• Support NOC, TAC, Engineering, and other stakeholders to standardize the documentation process.
• Review and rewrite the articles if required.
• Accountable for template creation, defining workflow and categorization of the articles.
• Work towards standardization, continuous improvement, and simplification of the Knowledge process.
• Maintain and govern the Knowledge platform and process.
• Assist the transition of documentations from Project teams to that of Service Owner post New Product or Service Launch.
• Identify the missing documentation for any platform or service and coordinating with the rightful owners to update the same.
• Facilitate training or working sessions with the internal teams to assist with the creation of knowledge articles.
• Responsible for creating and updating communications for Technology Operations: Emails, Yammer (Internal Blog), Newsletter, Announcements.

What you bring:
 

• Minimum 2 years related work experience in a technical writing role.
• Strong understanding of Network concepts in Access and Core Layers.
• Experience in telecom industry is an asset.
• Work effectively as an individual with minimal supervision
• Able to influence and interact effectively with all levels and various groups in the organization
• Experience with ITIL methodologies and industry best practices
• Excellent understanding of the principles of Knowledge Management
• Strong customer-focused and problem-solving skills and exceptional organizational and time-management skills.
• Strong communicator who can initiate and continue interactions with the SME’s who share their insights and knowledge and translate it into Technical Documents.
• Strong interpersonal skills.
• Ability to demonstrate flexibility in shifting priorities, multi-task and keep-up with a fast-paced environment.
• Proficient in JIRA / Confluence, MS Office Suite.
• Experience with using basic or intermediate HTML.
• Basic understanding of coding is an asset.
• College Degree or Diploma in the Computer Science, Network or any related field is a must.

Schedule: Full time