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Knowledge Specialist


This is a Full-time position in Southfield, MI posted May 1, 2021.

Who we are?

For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses.

Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization).

With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation.

Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO).

We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

Position is responsible for systematically collecting information from Subject Matter Experts (SME) for the development of sector-specific keyword lists and databases that assist with understanding company technology, taxonomies, and methodologies.

Responsibility includes developing or using measurement tools that monitor usage of database, compile and evaluate feedback and report results management.

Requires knowledge and experience in own discipline.

Analyzes possible solutions using standard procedures.

Receives a moderate level of guidance and direction.

Builds collaborative working relationships internally and externally.

Attendance and schedule adherence are requirements of this position.

Responsible for knowledge authoring and knowledge broadcasting towards the Technology Help Desk staffCreates, updates and retiresarchives articlesReviews data and conducts analysis to engage technicians in knowledge creationActs as a coach in the Knowledge Centered Service processContinually improve the knowledgebase by requesting updated information from the client and its partnersCoordinates knowledge development with key client resourcesOversees the entire KM flow, including approvals and validationReviews Incident and Problem tickets for new known errors, workarounds, and solutionsProduces and analyses reports of knowledge database utilization and effectivenessProvides procedural guidance and coaching to Technology Help Desk Analysts What you”ll getWork with brilliant minds, often within a global capacityComprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much moreOpportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well.

Why we”re differentBrazilian and privately owned companyAgility, flexibility, and innovation are in our DNAFlat organizational structure which enables faster communication and decision making.

Take a look for yourselfHere’s one of our own, talking about the culture, space and growth opportunities Job Requirements Knowledge-Centered SupportKnowledge ManagementKnowledge creationCreating web pages (HTML background)Understanding of agent documentation requirements.Strong customer service experience.Ability to work in a team environment as well as independently.Excellent written and oral communication skills.Knowledge of HTML and Internet technologies.Experience working with relational databases.Attendance and schedule adherence are requirements of this position.May require additional project-specific training.Knowing and applying fundamental concepts, practices and procedures of particular field of specialization.May develop advanced skills using tools and equipment appropriate for the position or specialization.Using established procedures and working under immediate supervision.Performs assigned tasks,Work is routine and instructions are usually detailed.Resolving routine questions and problems, and refers more complex issues to higher levels.