Knowledge Base Specialist

ABOUT US
Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER
Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.
  

WHAT YOULL BE DOING

• Researches compiles and writes service delivery content for the knowledge management system in collaboration with subject matter experts; reviews content to ensure accuracy for staff to respond to external inquiries; responsible for knowledge base article workflow.
• Develops public knowledgebase content for the website that is accurate and robust to meet customer service needs and address customer service excellence.
• Implements system changes and database structure changes by working closely with system users across the department and with internal stakeholders; integrates content from other systems into the internal and external public knowledge database.
• Responsible for the design maintenance enhancements/upgrades and development of the knowledge database.
• Creates and facilities training feedback and coaching sessions with staff to verify understanding of content and gather feedback for continuous improvement.
• Assess the effectiveness of the knowledgebase as it relates to various initiatives achieved through page views reports dashboards focus groups etc. to identify areas of opportunity and improvement.
• Provides help desk support for knowledge base system users and escalates to Corporate IT as needed.
• Maintains and creates procedures and processes within the knowledge database and identifies issues with current documentation for continuous improvement
• Prepares reports and provides statistical information from the knowledge database for management and stakeholders across the department; analyzes and identifies patterns and trends to inform stakeholders; makes recommendations to improve communication with the public and staff.
  

WHAT WERE LOOKING FOR

• Successful completion of a University Degree in Business Administration Communications or approved equivalent combination of education and experience.
• Minimum two (2) years demonstrated experience in communications or developing knowledge based articles in a contact centre environment; demonstrated experience writing acticles quick reference guides FAQs or user manuals for internal and public use.
• Solid experience with information/knowledge management systems in a Customer Relationship Management (CRM) system utilizing service delivery channels including authoring updating workflows and user feedback mechanisms.
• Excellent writing and verbal communications skills.
• A solid understanding call centre operations.
• Knowledge of and experience with processing mapping or customer journey mapping.
• Excellent attention to detail and strong analytical skills; able to multi-task and work in a fast paced environment.
• Proven project management and organizational skills; able to relate well with peers and management.
• Knowledge and demonstrated ability in corporate core competencies.