Career Opportunities: Knowledge Management Advisor (68701)

Role Responsibilities

As the Knowledge Management Advisor, you will report to the Knowledge Management, Communications and Training Manager and play a key role in managing knowledge within the ServiceNow application.

In this role, you will provide consultation, best practices, training, and guidance to service and process owners, who are the primary authors of knowledge articles about their services and processes. You'll collaborate with them to ensure their articles are clear, relevant, and effective.

Beyond supporting these authors, you will also help knowledge consumers like GoA staff easily find accurate information they can use to help solve their own IT questions. Working alongside senior KM Analysts, you'll contribute to developing better methods for organizing, locating, and delivering essential knowledge within the Knowledge Bases.

Responsibilities:
Some of the responsibilities of this position include, but are not limited to:
 

• Collaborate with GoA Teams: In conjunction with the KM team, contribute your knowledge and skills to help authors effectively contribute to the knowledge base and ensuring that KM articles are accessible, relevant, and useful for GoA staff.
• Boost KM System Adoption: Develop innovative strategies to enhance user adoption among authors.
• Drive KM Initiatives: Create and implement initiatives to increase the consumption of knowledge articles by GoA staff, making information accessible and valuable.
• Stay Agile and Organized: Use your analytical thinking, creativity, and problem-solving abilities to organize tasks, set priorities, and adapt to changing demands while meeting deadlines.
• Support Communication and Training: Craft and promote engaging user help information, how-to guides, and training materials, ensuring the KM strategy is relevant and effective.

To excel in this position, you should demonstrate the following:

• A passion for sharing knowledge and promoting KM best practices. 
• Strong critical thinking and problem-solving skills, with the ability to analyze options, assess long-term implications, and make informed decisions.
• A proactive and curious mindset, with a drive to seek out opportunities for improvement, explore new ideas and approaches, and take initiative to consider solutions.
• Curiosity and willingness to continuously learn and adapt to new technologies, methodologies, and approaches.
• Familiarity with AI prompt engineering for maximizing the effectiveness of results using artificial intelligence.
• Strong communication and collaboration skills, with the ability to articulate IT concepts, provide guidance with tact and diplomacy, and engage effectively with both technical and non-technical stakeholders.
• Strong interpersonal skills, including conflict resolution and relationship-building, to foster collaboration across diverse teams and stakeholders.

Knowledge management in our organization is essential for empowering users to quickly identify solutions to their IT issues, facilitating collaboration among support teams, and providing vital support information to the service desk. By centralizing and organizing knowledge, KM enhances decision-making capabilities and drives continuous improvement in IT support services.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Some of the competencies critical for this position are:
 

• Systems Thinking: Considers inter-relationships and emerging trends to attain goals. Seeks insight on implications of different options. Analyzes long-term outcomes, focus on goals and values. Identifies unintended consequences.
• Creative Problem Solving: Engages the community and resources at hand to address issues. Engages perspective to seek root causes. Finds ways to improve complex systems. Employs resources from other areas to solve problems. Engages others and encourages debate and idea generation to solve problems while addressing risks.
• Agility: Proactively incorporates change into processes. Creates opportunities for improvement. Is aware of and adapts to changing priorities. Remains objective under pressure and supports others to manage their emotions. Proactively explains impact of change on roles and integrates change in existing work. Readily adapts plans and practices.
• Develop Networks: Leverages relationships to build input and perspective. Looks broadly to engage stakeholders. Open to perspectives towards long-term goals. Actively seeks input into change initiatives. Maintains stakeholder relationships.
• Build Collaborative Environments: Collaborates across functional areas and proactively addresses conflict. Encourages broad thinking on projects and works to eliminate barriers to progress. Facilitates communication and collaboration. Anticipates and reduces conflict at the outset. Credits others and gets talent recognized. Promotes collaboration and commitment

Qualifications

Requirements:
 

• University graduation in a related field such as Information Technology, Communications, Marketing.
• 2 years of progressively responsible related experience in Knowledge Management in a technology-driven environment.

Equivalencies:  Directly related education or experience considered on the basis of: 

• 1 year of education for 1 year of experience; or
• 1 year of experience for 1 year of education

Assets:
 

• Experience with ServiceNow  (or similar), particularly its knowledge base functionalities.
• Experience applying Artificial  Intelligence (AI) in knowledge management, optimizing knowledge discovery and retrieval.
• Experience increasing self-service adoption among staff by improving knowledge accessibility and usability.
• Expertise in training and mentoring KM authors, guiding them in developing high-quality, effective knowledge  articles.
• Experience in analyzing KM metrics and processes to assess effectiveness, identify gaps, and provide insights for continuous improvement.
• Experience in transforming complex IT jargon into clear, user-friendly content for non-technical audiences.
• Experience in developing training materials such as FAQs, handouts, videos, and other resources to support knowledge sharing.
• Experience in managing change and resistance within an organization, particularly in relation to KM initiatives.
• Experience in roles related to IT Service Management (ITSM) or IT Operations Management (ITOM).
• Knowledge/certification in ITIL.
• Proficiency with standard business software tools such as Microsoft Office.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: Permanent full-time position
Hours of Work: 36.25 hours per week/ Monday to Friday
Location: Edmonton (Remote). This position is eligible for remote work from within Edmonton, Alberta. 
 
Final candidates may be required to undergo security screening.

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level. 

Note:
Applicants are advised to provide a cover letter summarizing information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies. 

Additional Information:
In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 – June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

Links and information on what the GoA have to offer to prospective employees.

•    Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
•    Public Service Pension Plan (PSPP) - https://www.pspp.ca.
•    Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
•    Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
•    Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
•    Positive workplace culture and work-life balance.
•    Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
•    Leadership and mentorship programs.