Documentation Manager

Job CategoryInformation Technology
Position TypeContract
Application Deadline January 22, 2021
Experience Required5+ years
Job Duration1 year
Education RequiredN/A

Our client is looking for a “Documentation Manager” to work in Toronto.
Primary Responsibilities of the Documentation Manager:
•Creating and maintaining training materials, documentation, and knowledge base for account resources and customers. This involves creating and updating any Aspen related documentation or troubleshooting and process related knowledge articles used by the training team, service desk, Business Analysts, or clients.
•Creation and maintenance of all self-service knowledge articles available to the client directly from our portal and also identifying areas where implementing self-help initiatives can cause positive impact to business operations overall both internally and externally.
•Working with service desk support teams to ensure their processes and procedures are current and correct.
•Collaborating with the Operations team to create and document processes for the proactive remediation of software issues.
•Working directly with external clients and all involved third party vendors regularly to review current documentation and processes to ensure all are up to date and the knowledge base is maximized from both a written and visual perspective.
•Collaborating with internal project teams to aid in the development of new and innovative knowledge article platforms to be used internally by the service desk as well as externally by the client.
•Effectively communicating any newly created or recently updated knowledge articles to all service desk agents and management staff to ensure the team is aware and are triaging calls correctly.
•Conducting regular reviews of knowledge article usage and provide feedback to management in an effort to promote continuous agent improvement.
•Creating and maintaining training materials used by the service desk as well as conducting ongoing training sessions.
•Generating internal service desk reports to identify trends in escalations and also to provide feedback, coaching, training and knowledge articles to improve overall service desk performance.
Skills and Experience:

• A Bachelor’s degree in Computer Science, Computer Engineering or related field of study from an accredited institution. In lieu of degree, 5-7 years of relevant experience.
• Current experience as a Documentation Manager or experience with being a part of a knowledge management team.
• Experience with Student Information Systems (Aspen preferred).
• Solid user experience and working knowledge of MS Word, Excel, PowerPoint, Teams, and Outlook.
• Experience working with project teams to implement new initiatives and improve existing processes.
• Superior communication and planning skills with an ability to multi-task and manage time effectively.
• • Effective training and coaching skills with an ability to influence others.
• Ability to transform the ideas of management and implement appropriate solutions to the organization.
• Excellent analysis skills and ability to tackle critical situations.
• Ability to maintain constructive work relationships with the employees of all the departments; seniors as well as juniors.
• Ability to understand the learning habits of colleagues at varying levels and utilize this to ensure you are creating knowledge documentation that is geared towards your audience.
• Adapt efficiently to changes in a fast-paced environment with an ability to digest new information and cascade to the organization quickly.
• Ability to work well under pressure with tight timelines.
• Microsoft Windows support experience.
• Microsoft Office support and skilled user experience.
To apply, send your resume to: