Bilingual ITSM Knowledge Management Analyst (contract)

Requisition Number: 99716 

Bilingual ITSM Knowledge Management Analyst

Location: Canada - remote
Job Type: Contract employment
Duration: Initial contract of 1 year, with potential for extension
 

About the Company:
 

Insight Enterprise Inc is a Technology Solutions Provider serving local, national, and international clients in 190 countries. In Canada, Insight has a robust Staffing department that specializes in placing ideal candidates in highly sought after roles across the country.   
 

Job Description:
 

Our client is seeking a dedicated Bilingual ITSM Knowledge Management Analyst for a one-year contract employment term. The ideal candidate will have a strong background in IT Service Management (ITSM) and experience in knowledge management processes. This role involves structuring, governing, and maintaining our client’s knowledge base to ensure it is robust, useful, and up to date.
 

Key Responsibilities:

•    Develop and implement a structured knowledge management process.
•    Create and maintain knowledge articles for both internal IT teams and end users.
•    Ensure all knowledge articles are reviewed, approved, and translated into both English and French.
•    Collaborate with various IT teams to gather requirements and ensure knowledge articles are accurate and comprehensive.
•    Establish and enforce governance and quality control measures for the knowledge base.
•    Utilize tools like ServiceNow to manage and publish knowledge articles.
•    Facilitate stakeholder meetings to gather business process information and translate it into knowledge articles.
•    Continuously monitor and update the knowledge base to ensure it remains relevant and useful.
•    Provide training and guidance to team members on knowledge management best practices.
 

Qualifications:

•    Proven experience in IT Service Management (ITSM) and knowledge management.
•    Strong understanding of ITIL processes and ServiceNow platform.
•    Bilingual - excellent written and verbal communication skills in both English and French.
•    Ability to work independently and manage multiple tasks simultaneously.
•    Strong attention to detail and commitment to quality.
•    Experience in technical writing and documentation.
•    Ability to facilitate meetings and gather requirements from stakeholders.
 

Preferred Skills:

•    Experience with ServiceNow's virtual agent and knowledge management features.
•    Familiarity with technical stack documentation.
•    Previous experience in a similar role within a managed services environment.

When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Montreal || Quebec (CA-QC) || Canada (CA) || IT Infrastructure & Support || None || CA - Mississauga, ON; CA - Calgary, AB; CA - Edmonton, AB; CA - Montreal, QC; CA - Vancouver, BC; CA - Winnipeg, MB ||