Technical Systems Analyst (Knowledge Management)

You have a passion for knowledge management technology, enterprise collaboration, instructional design, and user experience.

You thrive on bringing your “hands-on” technical skills, insights and ideas together to incrementally solve complex challenges with innovate solutions and inter-departmental collaboration.

You have an aptitude for technology and quality with a strong desire to learn and stay current with industry trends.

You will serve in a highly visible, mission critical role to ensure that product knowledge is efficiently and effectively shared across internal and external channels to provide the highest quality customer experience.

You will work with the world leading salesforce.com cloud computing platform alongside highly specialized technical teams and work collaboratively across all departments

You are an energetic, detail oriented self-starter with exceptional organizational and analytical skills.

 

 

Responsibilities

 

You will be responsible for implementing the company’s content management system and “knowledge roadmap”, playing a key role in its design.  You will be responsible for the ongoing administration and incremental improvements of the system that will help to drive value for our employees, customers, and partners.

You will play an integral role in our company’s growth trajectory by ensuring the highest quality information assets and tools are being adopted to improve employee knowledge sharing, brand messaging, and reduce employee onboarding time.

You will play an integral role with Quality & Release Engineering in ensuring that product documentation artifacts are packaged and distributed in accordance with release schedules and applicable product development milestones and quality standards.

You will contribute to our partners’ and customers’ success by helping to ensure highest quality standards with user experience, knowledge sharing and collaboration.

You will ensure all relevant information assets are accessible and secure using appropriate and relevant tools, technology and features (including document management & version control, searching & indexing, security policies, content editing & templates, knowledge base & FAQ, training materials and courseware, etc.)

Be an advocate of continuous delivery practices and help evangelize it throughout the company

 

Qualifications

 

Hands on experience in designing, developing, implementing, and incrementally improving enterprise knowledge management systems, processes, and guidelines for fast-growth companies with large volumes of complex content.

Hands on experience with various content, document and knowledge management (CMS, DMS, KMS) technologies and integrations (WordPress, xWiki, Sharepoint, Joomla!, Salesforce Knowledge, Confluence, Drupal, OneDrive, Slack Plug-ins & API, Enterprise Search Engines, etc)

Experience managing a corporate intranet and designing information architecture, taxonomy, site navigation, etc.

Strong system administration & support background on windows and Linux

Proficiency in a scripting/programming language, APIs, tools/service integration, styling (Javascript, Python/Jython, Ruby, Perl, VB/vbscript, SQL, CSS, HTML5, Java, .NET, etc.)

University degree in Engineering, Computer Science or equivalent with demonstrated academic excellence

Excellent oral and written English communication skills

 

Nice to Have

 

Experience with or knowledge of salesforce.com administration (Trailhead, Service Cloud, Customer and Partner Portal) or development (Apex, Visualforce, SOQL)

Experience with or knowledge of release engineering (DevOps / SCM) concepts and related technologies (Jenkins, Ansible, Subversion/SVN, etc.)

Experience working in Agile Scrum software development environment and related tools & methodologies (CA Agile/Rally, Jira, etc.)

Background and experience in object-oriented software development

 

We are located mid-town (Yonge/Eglinton) in Toronto.

Please email or fax your cover letter and resume to:
Hiring Coordinator
Tier1CRM Inc.
Tel: (647) 251-3800
Fax:(647) 251-3801
email: careers@Tier1CRM.com (pdf or text format submissions only)
Only those individuals being considered will be contacted