Knowledge Management Specialist/Service Desk Trainer
Continuum Managed Services, LLC - Cranberry, PA

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The Knowledge Management Specialist/Service Desk Trainer will serve an essential role in the implementation of knowledge management and training strategies and goals within the Service Desk.

RESPONSIBILITIES
  • Facilitate cross-functional Knowledge Management process coordination with stakeholders from Service Desk and Network Operations Center (NOC)
  • Act as an internal advocate for knowledge sharing by assisting staff to effectively use knowledge management tools and resources and to follow best practices
  • Assist with the preparation and delivery of internal materials and resources, such as policy documents, process and work instructions, tip sheets, knowledge base materials, online learning modules, etc
  • Provide guidance on delivery of effective trainings (i.e., train the trainer)
  • Coordinate and facilitate development-wide training initiatives, including researching and coordinating training opportunities (e.g., webinars and workshops); tracking staff registration, attendance, and feedback regarding training sessions; and working with Service Desk Management to present learning opportunities with a focus on development skills and competencies based on QA results
  • Maintain and updating information management tools (i.e. KM Platform) and resources
  • Facilitating cross-departmental communication
  • Act as an internal resource for staff
REQUIRED SKILLS
  • Superior MS Office software skills (Word, Excel, PowerPoint, Outlook)
  • Solid background working with PC hardware and software
  • Overall knowledge of IT infrastructure components and how they interact
  • Excellent reasoning and troubleshooting skills
  • Knowledge of IT service process frameworks (ITIL) a plus
  • Ability to set processes and lead others toward a common goal
  • Demonstrated ability to effectively communicate with peers and superiors
  • Excellent communication skills, both oral and written
  • Ability to work in a fast paced, dynamic environment
  • Willingness to make changes or adapt as the situation dictates
  • Ability to communicate and measure key performance indicators at both the staff and group level
QUALIFICATIONS
  • Knowledge Centered Support certified - ITIL certification is a plus
  • Proven experience with knowledge management systems (such as Consona / Knova, RightNow, Moxie Remedy)
  • Ability to facilitate and coordinate the development of training materials, tools, and approaches according to department development needs and best practices
  • Excellent organizational skills; ability to prioritize and manage multiple projects and tasks
  • Effective oral and written communication skills to answer questions, facilitate communication across departments, and provide training to staff
  • Strong customer service orientation
  • Comfortable with and effective using MS Office applications
  • Prior experience and familiarity with IT preferred
  • Close attention to detail and accuracy
  • Deadline driven and results oriented
  • Flexible attitude and ability to interact with a diverse user community and changing environment; comfortable with and excited about being part of the driving force behind change management
  • Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors and end users
BENEFITS

In exchange for your hard work and dedication, we offer a competitive salary, incentive program, an excellent benefits package and 401k. Our company prides itself on providing a stable, exciting and challenging, yet positive learning atmosphere with an opportunity for professional growth and development. After hours shifts will also be eligible for a shift differential.

To apply for this position, please send your resume to jobs@continuum.net and reference KNOWLEDGE in the subject line.

ABOUT CONTINUUM

Continuum provides a leading SaaS-based managed services platform that Managed Services Providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small and medium-sized businesses. The comprehensive platform provides an intelligent Remote Monitoring and Management (RMM) solution, comprehensive 24 x 7 Service Desk and an advanced backup and disaster recovery (BDR) offering branded Continuum Vault – all integrated with an industry-leading Network Operations Center (NOC), delivering a single, unified managed services experience. The company currently employs more than 650 professionals worldwide, supports over 3,300 MSPs, and monitors more than a half a million endpoints. The principal owner of Continuum is Summit Partners , a Boston based growth equity firm that has raised more than $15 billion in assets. We are growing quickly and have offices in Boston MA, Cranberry Twp, PA, and Mumbai, India.

Continuum Managed Services, LLC - 21 months ago - save job