Senior Specialist, Knowledge Management
Job Overview
Job title: Senior Specialist, Knowledge Management
Job description: Location: Winnipeg, Toronto
Division: IGM Technology & Data
IGM Financial Inc. is one of Canada’s leading diversified wealth and asset management companies with approximately $271 billion in total assets under managements. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management, Mackenzie Investments and Investment Planning Counsel.
Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy, we’re IG Wealth Management. For over 90 years of business we have grown to become one of the largest most respected companies in Canada. We are a leader in providing the best advice, experience and outcomes for our clients, personalized throughout their lifetime. We are proud to be recognized among Canada’s Top 100 Employers (2022) by Mediacorp Canada Inc. in the national ranking for our focus on supporting employees with a number of initiatives that promote personal wellness with a focus on four key pillars including physical, mental, social and financial health. This is your opportunity to build a career with a leading organization where you can learn, grow and thrive both professionally and personally.
At IG Wealth Management, our vision is to inspire financial confidence.
You will join a team that that believes our success starts with the success of our clients, while working together as a team to realize our greatest potential. You will join a team that strives towards excellence while developing and sharing skills and knowledge. You can make a difference for our clients, the world around us and be part of a team that cares.
IG Wealth Management is a diverse workplace committed to doing business inclusively – this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.
The IGM Technology Service Management team is accountable to act as a point of contact/business relations to key internal and external IT service providers; assessing and driving on-going improvements in service delivery, including defining and supervising performance of key performance indicators/metrics, handling technology and business issues as they relate to contracts handled; ensuring business value for services provided and cost optimization. The Service Management team leads the IGM Technology Service Lifecycle and Service Catalog, inclusive of all major ITIL processes such as Knowledge, Change, Configuration, Incident, and Problem management, and partners with the business and Enterprise Architecture to ensure effective service strategy and design.
The Senior Specialist, Knowledge Management enables enterprise-wide operational knowledge consumption at IGM by championing the process and engaging with IT and Business functions to provide both process guidance and technical support on Knowledge Base Article creation, delivery, maintenance, and retirement for Level 0 (employee and advisor self-serve), Level 1 (Service/Help Desk), and Level 2 support teams. In addition, the position includes development and maintenance of all operational Knowledgebase instances, their related workflows, and the creation of reports/dashboards in ServiceNow to ensure the tooling is optimized for supporting the process and its practitioners and is properly measured according to the defined Key Performance Indicators. This role requires close partnership and collaboration with a wide variety of partners to create an integrated function in support of an improved end user experience by ensuring appropriate self-help and technologist articles are available, easy to find, and are up to date, supporting effective incident resolution and request fulfillment for the business and avoiding calls to Service Desks through clear self-serve articles.
Responsibilities:
Prepare operating models and guidelines for maintaining and ensuring content is up to date
Develop and handle information workflows and taxonomy to implement effective knowledge management usage
Support in designing knowledge workflows, set knowledge properties, and run knowledge forms and homepages.
Establish ad hoc & standard reports to drive decisions to enhance experience and report on knowledge process health and adoption
Evaluate and improve knowledge uptake, output and outcomes of knowledge and its respective applications, enhancing self-help for clients and increase operational efficiencies
Partner and collaborate with internal technology and business support teams, organizational leadership, and 3rd party technology vendors
Contribute to the development and management of an IGM Technology Knowledge Management process and tools/technology, inclusive of a Known Errors’ repository
Socialization and training to various IGM Technology and business partners on the Knowledge Management processes, inclusive of creating and maintaining work you’re doing (processes, procedures, knowledge articles) supporting it
Definition of, measurement and evolution of critical metrics associated to Knowledge Management process effectiveness, partnering with the IGM Technology Reporting team to enable reporting and dashboarding, indicating trends and stories
Ensures effective integration and information available between partnering IGM Technology support teams and key technology service providers to ensure effective Incident and Request handling
Conduct quality reviews on current knowledge articles and identify/drive actions
Use standard methodologies from the ITIL framework for continuous improvement efforts
Qualifications:
Required
ITIL v3+ Foundation certification or similar certification
1+ years of relevant experience with ServiceNow Knowledge Management
Strong verbal and written communication skills, problem solving skills
Good ability to work independently and lead one’s time, while still being a part of a high-performance team
Self-starter
Shown experience in designing self-serve knowledge article experiences that are effectively adopted, displacing calls from service desks
Shown experience operating in an ITIL based Incident/Problem/Knowledge function and measuring/tracking critical metrics internally and across third party providers
Thorough understanding of ITIL/ITSM processes with knowledge of the various ITSM lifecycles, including but not limited to: Incident Management, Problem Management, Knowledge Management, Service reporting and critical metrics
Proficiency in relationship building skills, including the capacity to predict and manage behavior, build and use multi-functional partnerships within and outside of the organization, and use influential leadership
Ability to influence others
Ability to work across functional areas to drive continuous improvement
Ability to use data-driven techniques, analyze and interpret data
Ability to remain flexible and adapt to changing priorities with promptness, efficiency, and ease
Strong service orientation attitude
Assets
Post-secondary education in Computer Science, Management of Information Services, or related field
We thank all applicants for their interest in IG Wealth Management; however only those candidates selected for an interview will be contacted.
IG Wealth Management is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.
Please apply by February 7, 2022.
Company: IG Wealth Management
Expected salary:
Location: Toronto, ON – Winnipeg, MB
Job date: Wed, 26 Jan 2022 02:17:31 GMT
Job Source: Careerjet.ca