Knowledge Management Specialist

Do you have 2+ years of experience as a Knowledge Manager? We are looking for an EU national to join our team in Brussels. (2 days per week on-site, 3 days remote)

Requirements:

• 2+ years of experience in knowledge management
• Technical Proficiency: Familiarity with application support workflows, ITSM tools (e.g., ServiceNow, Jira, Confluence, Wiki), and ITIL principles.
• Communication: Strong written and verbal communication skills to document and present knowledge effectively.
• Analytical Thinking: Ability to identify gaps in knowledge and implement improvements.
• Collaboration: Experience working in cross-functional teams and managing knowledge-sharing initiatives.
• ITIL v3/v4 certification (especially in Knowledge Management or Service Operations).
• Proactive and constructive attitude
• Experience with preparing training material and providing trainings
• Experience with producing and presenting reports
• Language(s): English (fluent), French (fluent)

Job description:

• Develop and implement a knowledge management strategy aligned with ITIL best practices and business needs, including knowledge related roles, responsibilities and interactions, ensuring knowledge optimization and harmonization within EUSS-IS.
• Establish policies, standards, and workflows for knowledge creation, validation, maintenance, and dissemination, ensuring synergies among Service Components.
• Coordinate the consolidation and alignment of the knowledge among the Service Components. Defining and maintaining proper information at framework contract level, ensuring internal communication at framework level.
• Identify gaps in existing documentation and proactively improve knowledge assets.
• Prepare training material for common subjects, providing internal trainings on general topics, ensuring an internal training plan at framework level
• Conduct training sessions and workshops to educate support teams on knowledge management tools, processes, and best practices.
• Provide regular reports on knowledge base usage, gaps, and improvements. Ensuring knowledge related KPIs are being reached and reported
• Facilitate knowledge migration and transfer during team transitions, system upgrades, or new application deployments.
• Monitor the Technical Writers of the Service Components and work closely with the Service Managers to ensure accurate documentation of new issues and resolutions.
• Identify Knowledge, Skills and Abilities gaps for Framework and Management levels, and propose training plans to cover those gaps.