Imagining a better tomorrow starts with innovative problem-solving, and as a Knowledge Manager and Chatbot Coach, you'll be at the forefront of driving business agility and cost reduction for our clients.
Our Cloud Infrastructure Services & Modern Work (CIS & MW) practice brings together the right technology, processes, and culture to deliver cutting-edge solutions. As a key member of this team, you'll work closely with SD coaches to ensure SD engineers have the required knowledge artifacts to perform their roles effectively.
Key Responsibilities
* Develop and manage knowledge management approval flows to ensure seamless information sharing.
* Collaborate with quality and training lead to guarantee user-facing knowledge articles and training affidavits meet the highest standards.
* Analyze knowledge usage data to identify trends and implement improvements that increase utilization.
* Train and continuously review the chatbot to enhance its relevancy and efficiency.
About Our Team
We're a diverse collective of strategic and technological experts passionate about harnessing technology to drive positive change. Our people are the key to making this vision a reality, and we're committed to fostering an inclusive culture where everyone can bring their authentic selves to work.
We believe in creating a safe, flexible, and inclusive environment that values diversity and promotes equal opportunities. Our staff-led community groups are a testament to this commitment, and we're proud to be recognized as LGBTQ+ 'Employer of the Year' and 'Inclusion of Trans and Gender Diverse Employees'.
Your Ideal Skills and Qualifications
* Minimum 2 years of experience within a service desk environment.
* Proven experience in working with chatbot management.
* ITIL Foundations certification.
Tech Requirements
Operating Systems
* Able to provide first-level troubleshooting and problem analysis for all client operating systems.
* Capable of utilizing remote access software to remotely control desktops.
* Understand how applications interact with hardware to provide effective troubleshooting and analysis.
* Understands data movement utilities and file permissions to perform basic maintenance on file systems.
* Understands backup and restore processes.
Security
* Understands requirements for physical and virtual security within a managed environment, including virus protection.
Networking
* Can verify connectivity within a network, understands TCP/IP and name resolution, and is familiar with infrastructure services (e.g., DNS, DHCP).
Behavioral Skills
* Able to create and maintain documentation for different audiences.
* Excellent communication skills, both verbal and written.
* Participates in team discussions and activities, respecting the opinions of other team members.
* Shares information and knowledge freely, aiding team members.
* Understands the importance of customer service and its impact on overall customer contract sentiment.
* Contributes positively to the business improvement process through active participation in team discussions.
* Able to make decisions or escalate at the appropriate time, considering the needs of the situation, priorities, constraints, and available information.
* Able to act in the best interest of both team members and customers in determining solutions to problems.
* Able to identify and resolve incidents in a methodical and logical manner.
* Ability to analyze data to identify trends and insights.
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