Technical Writer/Knowledge Controller

We have partnered with a Prestigious Client in Belgium and are looking for a Technical Writer to work on a long term assignment in Brussels.

Knowledge Controller main responsibilities

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The role will interact with a multitude of roles in the various ITIL processes within the organisation
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Verify on a frequent basis, documented knowledge' utilization, actuality, obsoleteness
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Capture documented knowledge needs within the support organisation, and contribute in the definition of priorities of the needs based upon urgency, impact, value return
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Capture the tacit knowledge of people in a variety of teams (1st line support, 2nd line support, architects, etc.) and document it in a structured manner (ie make this knowledge explicit)
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Capture and transform information into knowledge materials such as work instructions (technical/non-technical), knowledge articles, service descriptions, training material, guidelines
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Present, explain and contribute in the promotion of generated knowledge materials to a variety of audiences within the IT support organisation
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Participate upon request in "Service Readiness Assessment" activities that aim to assure service changes may be deployed or retired from operations successfully
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Define together with the Knowledge Coordinator (process manager) the planning for predefined and targeted documentation's quality verifications on matters such as accuracy, owners & reviewers correctness, upcoming expiry dates
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(Co-)Organise Knowledge documentation reviews based upon the IT Knowledge Management standards
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Generate standardised reports on knowledge

Technical Writer main responsibilities

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The role will interact with a multitude of roles (technical & non-technical) within the organisation
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Capture information through interviews, structure the information and generate materials that are to contribute in a variety of domains such as communication, promotion, technical support, user manuals, templates
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Collaborate with others in the definition of house style (and related evolutions) for materials such as documents, reports, communications, presentations
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Review communication drafts, including correction and enhancement to warrant their ease of comprehension by a variety of audiences in terms of written and visualisation of information
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Contribute to the innovation of materials' formats and distribution media

Competencies & Knowledge

Required competencies

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Communication skills - being able to communicate efficiently and effectively
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Analytical skills - being able to quickly analyse a situation and make appropriate decisions
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Networking skills - being able to quickly gain the confidence of other people and sustain those relationships
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Security awareness - being aware of risks and threats, and being able to explain those threats to non-IT people in simple terms
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Interviewing skills - master interviewing techniques to capture information efficiently and effectively
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Capable of structuring documentation and organizing policies, processes & procedures,
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Experience defining templates for different document types
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Experience with manual document management
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Stress resistant - being able to prioritise, remain calm under high pressure
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Active listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
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Objectiveness - being able set aside by personal feelings, interpretations or prejudice
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Delegation - being able to delegate any task in an effective and timely manner
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Technical knowledge - good knowledge and/or understanding of relevant technical matters related to the process scope
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Autonomous working - being capable to work on a quite autonomous basis
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Builder attitude - have an attitude of wanting to build with the rest of the organisation the future of the IT support services, contribute to the continuous improvement and drive initiatives upon needs detection/validation

Other(s)

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ITIL V3 Foundation certified (mandatory)
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Real awareness of Knowledge Management process and procedures
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Fluent in the use of MS Office applications (MS Word, MS PowerPoint, MS Excel, MS Outlook, MS VIsio)
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Experience in the generation of manuals, work instructions, training material
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Use of ITSM tool(s)
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Reporting experience
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Use of documentation repository tools (eg: SharePoint, Confluence)
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Language skills (mandatory):

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English: C1 or C2 level
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French: C1 or C2 level