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IT Knowledge Management Specialist

Hennepin County


Organization Summary:

The Hennepin County Information Technology (IT) Community delivers innovative, effective, and timely business-driven IT solutions in a secure, reliable, accessible, and fiscally responsible manner.

Location: Twin Cities Metro Activity Area: Arts, Culture and Humanities
Category: Administration and Management Closing Date: open until filled
Job Type: Full Time Salary: $51,708.80 - $82,877.60 Annually

Primary Duties:

The primary duties and responsibilities of this position include: •Utilize the Remedy system for knowledge management. •Determine the needs of end users of technical documentation. •Work with technical staff to improve knowledge documents, therefore needing fewer instructions. •Organize and write supporting documents. •Develop templates and processes to improve knowledge management for resolution and incident management. •Select photographs, drawings, diagrams, and charts that increase users' understanding. •Get usability feedback from customers and internal staff. •Revise documents as new issues arise.


Best Qualified Candidates will have: •One of the following: ?Bachelor's degree or higher in computer science, management information system (MIS), and/or related field plus one year or more of professional IT experience. ?Associate's degree in related field or approved certification in an IT program plus two years or more of professional IT experience. Experience may be substituted for education on a year for year basis •Two years or more of experience with ITIL Knowledge Management process; experience with Remedy Knowledge Management module preferred. •Three years or more of experience in delivering IT service desk support. •Excellent interpersonal skills with a strong customer focus. •Strong interpersonal and communication skills with a demonstrated ability to facilitate discussions and collaborate with all organizational levels of business and technical staff. •Ability to produce the documents and process to communicate complex technical information at an appropriate level specific for the audience consumption. •Ability to work effectively with an increasingly diverse client population.


How To Apply:

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