IT Knowledge Engineer

The Knowledge Engineer is responsible for generating and maintaining accurate, current, and easily accessible knowledge capital in multiple formats and media; acts as the gatekeeper and coordinator of all technology-oriented knowledge capital for the organization; authors standards for various knowledge types; identifies trends in usage and gaps in content required; promotes Knowledge Management tools and efficient usage through continuous improvement of standards, workflow, and intuitive access. It is essential to have one single point of capture and review for knowledge to ensure that the style, content, and accuracy of information stored in the knowledge base meets the needs of the technical end-user community. The Knowledge Engineer is responsible for generating and maintaining accurate, current, and easily accessible knowledge capital in multiple formats and media; acts as the gatekeeper and coordinator of all technology-oriented knowledge capital for the organization; authors standards for various knowledge types; identifies trends in usage and gaps in content required; promotes Knowledge Management tools and efficient usage through continuous improvement of standards, workflow, and intuitive access. It is essential to have one single point of capture and review for knowledge to ensure that the style, content, and accuracy of information stored in the knowledge base meets the needs of the technical end-user community. Job Responsibilities: Responsible for developing, collecting, editing, and disseminating technical information; ensuring documentation quality; promoting and coordinating knowledge sharing. Creating and maintaining documentation guidelines and standards. Developing knowledge capital in accordance with those publication standards. Implementing changes and revisions to the organizational style guides. Managing the owners of technical knowledge, ensuring that topics are being researched and information is being generated in a format that can be disseminated to end-users or the organization as a whole. Working closely with the Knowledge Management Team, the Technical Management Team, and the client’s technology staff to generate and standardize relevant knowledge. Collecting and disseminating product specifications, instructional information, and other technical data. Using and maintaining knowledge management tools that allow end-users and technical staff to access accurate technical information. Writing, proofreading, editing, and auditing documentation. Provide technical writing coaching and mentoring to technical staff and the client’s technology staff. Coordinating documentation with project schedules and ensuring that work product is delivered according to schedule. Coordinating meetings with the Technical Management Team and the Knowledge Management Team to ensure that global changes are only made after appropriate review and authorization. Managing solutions, problem categorization, and summary fields within the knowledge management system. Following appropriate change control procedures to ensure content changes are appropriate to the needs of the technical community. Requirements: Job Requirements: Associate’s Degree in Information Technology, Journalism, English, or related field required. Bachelor’s Degree (Or Comparable Work Experience) preferred. 2 Years documentation and/or technical writing experience. 2 Years experience creating and disseminating organizational information. Experience using MS Word, MS Outlook, Crystal Reports, and a help desk ticketing application. Excellent knowledge of grammar, composition, and spelling. 2 Years experience in a call center environment or providing support for a broad range of computer hardware and software applications. Ability to understand and document software and hardware functionality. Detail-oriented, well organized, and highly critical of work product. Strong customer service skills and experience meeting end-user requests in a timely manner. Williams Lea offers an exciting and supportive business environment.  We develop our people and reward their contribution.  We work with openness and integrity.  We are an equal opportunity employer.  We maintain a drug-free workplace and perform preemployment substance abuse testing.Apply Online Williams Lea is an Equal Opportunity Employer.