Knowledge Base Specialist (Job Number:406345)
Description:
KNOWLEDGE BASE (KB) SPECIALIST job available in OAK RIDGE, TN.
JOB SUMMARY:
Knowledgebase Specialist performs specialized traditional and online information searches for both technical and non-technical information from within and outside the organization. Compiles research results, publications, technical documents within an electronic Knowledge Base. Candidate will serve as primary contact for database content, ensuring availability of information to team members, customers, employees, partners and stakeholders. The Knowledge Base Specialist will employ innovative methods to drive communication and enhance understanding and service delivery performance. He/She will work with others to maintain database functionality at all times.
DETAILED JOB DUTIES/RESPONSIBILITIES:
• Develop a Knowledge ecosystem that promote knowledge and content sharing through processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among process and people within the organization.
• Employ creative methods to achieve high mode of collaboration and information sharing; fosters cultural change and challenges status-quo.
• Responsible for KB article workflow - analyzing proposed articles, creating new articles, copying from existing sources, obtaining necessary approvals and publishing.
• Edit text for technical clarity and accuracy.
• Verify your own knowledge, supplemented by research and by consulting with other subject matter experts.
• Organize technical information already gathered for inclusion in the Knowledge Base.
• Complete updates and developments within specified time.
• Manage and coordinate new functionality release notes to the user community.
• Analyze metrics and user feedback to make improvements to the Knowledge Base.
• Responsible for ongoing administration and maintenance of Knowledge Base.
• Maintain working relationships with subject matter experts, technical experts, and other personnel across the organization.
• Report any/all improper system usage to management.
• Provide a central point of contact for all change requests and system alterations.
• Create or update training manuals, policies, and procedures.
• Work with management to ensure key functionalities are understood.
• Provide help-desk support for all system users.
• Escalate unresolved issues, if needed.
• Build custom reports and dashboards specific to job functions, reporting out results on a monthly basis.
• Provision all new users, providing system training and customization.
• Work with Call Center Manager to develop incentives focused on article creation.
• Provide Customer Service employees with training, as required.
• May searche catalog files and shelves at various libraries to locate information.
• May order reference works and periodicals for purchase.
• Assist with related projects, as needed.
Qualifications:
EDUCATION/EXPERIENCE REQUIREMENTS:
Associate degree from an accredited institution and 1+ year of related experience are required. High School diploma or GED and 3+ years of experience may be substituted in lieu of the degree requirement.
REQUIRED SKILLS:
• Ability to apply knowledge and experience to handle usual occurring job events.
• Ability to use common sense, combined with training and experience to know what to do under special or unusual circumstances.
• Professional proficiency with traditional and online research methods, as well as maintaining database content.
• Strong written and verbal communication skills, including ability to simplify detailed technical knowledge and material to a non-technical audience.
• Ability to create technically and grammatically correct literature
• Strong PC skills including Microsoft Excel, Access and/or database environments
• Effective time-management skills
• Ability to be both independently decisive and openly collaborative with a diverse team in a dynamic and deadline-driven environment
• Ability to work with all levels within the organization
• Strong customer service orientation, including the ability to maintain a positive/optimistic attitude and genuine desire to help others at all times.
• Ability to multi-task concurrent demands successfully
• Must be detail oriented.
• Demonstrated ability to link/integrate data from multiple data sources
• Ability to apply knowledge and experience when standard processes, guidelines and/or procedures fail or are insufficient.
• Confidence to offer new/bold solutions where none exist in a professional and courteous manner.
DESIRED SKILLS:
• KCS certification or KM certification
• MindTouch experience
• 1-3 years as a technical writer
• 1-3 years of HTML/XML experience
• Strong working knowledge of an organization's CRM/KB solution
• Extensive experience with organizational and business tools
• Strong understanding of KCS/KM principles
• Experience with MS Visio
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Sep 26, 2014, 2:28:13 PM
Primary Location: United States-TN-OAK RIDGE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time
Description:
KNOWLEDGE BASE (KB) SPECIALIST job available in OAK RIDGE, TN.
JOB SUMMARY:
Knowledgebase Specialist performs specialized traditional and online information searches for both technical and non-technical information from within and outside the organization. Compiles research results, publications, technical documents within an electronic Knowledge Base. Candidate will serve as primary contact for database content, ensuring availability of information to team members, customers, employees, partners and stakeholders. The Knowledge Base Specialist will employ innovative methods to drive communication and enhance understanding and service delivery performance. He/She will work with others to maintain database functionality at all times.
DETAILED JOB DUTIES/RESPONSIBILITIES:
• Develop a Knowledge ecosystem that promote knowledge and content sharing through processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among process and people within the organization.
• Employ creative methods to achieve high mode of collaboration and information sharing; fosters cultural change and challenges status-quo.
• Responsible for KB article workflow - analyzing proposed articles, creating new articles, copying from existing sources, obtaining necessary approvals and publishing.
• Edit text for technical clarity and accuracy.
• Verify your own knowledge, supplemented by research and by consulting with other subject matter experts.
• Organize technical information already gathered for inclusion in the Knowledge Base.
• Complete updates and developments within specified time.
• Manage and coordinate new functionality release notes to the user community.
• Analyze metrics and user feedback to make improvements to the Knowledge Base.
• Responsible for ongoing administration and maintenance of Knowledge Base.
• Maintain working relationships with subject matter experts, technical experts, and other personnel across the organization.
• Report any/all improper system usage to management.
• Provide a central point of contact for all change requests and system alterations.
• Create or update training manuals, policies, and procedures.
• Work with management to ensure key functionalities are understood.
• Provide help-desk support for all system users.
• Escalate unresolved issues, if needed.
• Build custom reports and dashboards specific to job functions, reporting out results on a monthly basis.
• Provision all new users, providing system training and customization.
• Work with Call Center Manager to develop incentives focused on article creation.
• Provide Customer Service employees with training, as required.
• May searche catalog files and shelves at various libraries to locate information.
• May order reference works and periodicals for purchase.
• Assist with related projects, as needed.
Qualifications:
EDUCATION/EXPERIENCE REQUIREMENTS:
Associate degree from an accredited institution and 1+ year of related experience are required. High School diploma or GED and 3+ years of experience may be substituted in lieu of the degree requirement.
REQUIRED SKILLS:
• Ability to apply knowledge and experience to handle usual occurring job events.
• Ability to use common sense, combined with training and experience to know what to do under special or unusual circumstances.
• Professional proficiency with traditional and online research methods, as well as maintaining database content.
• Strong written and verbal communication skills, including ability to simplify detailed technical knowledge and material to a non-technical audience.
• Ability to create technically and grammatically correct literature
• Strong PC skills including Microsoft Excel, Access and/or database environments
• Effective time-management skills
• Ability to be both independently decisive and openly collaborative with a diverse team in a dynamic and deadline-driven environment
• Ability to work with all levels within the organization
• Strong customer service orientation, including the ability to maintain a positive/optimistic attitude and genuine desire to help others at all times.
• Ability to multi-task concurrent demands successfully
• Must be detail oriented.
• Demonstrated ability to link/integrate data from multiple data sources
• Ability to apply knowledge and experience when standard processes, guidelines and/or procedures fail or are insufficient.
• Confidence to offer new/bold solutions where none exist in a professional and courteous manner.
DESIRED SKILLS:
• KCS certification or KM certification
• MindTouch experience
• 1-3 years as a technical writer
• 1-3 years of HTML/XML experience
• Strong working knowledge of an organization's CRM/KB solution
• Extensive experience with organizational and business tools
• Strong understanding of KCS/KM principles
• Experience with MS Visio
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Sep 26, 2014, 2:28:13 PM
Primary Location: United States-TN-OAK RIDGE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time