Primary Skills:

  • Knowledge Management background, Knowledge base creation, authoring, reviewing and publishing experience, developing and maintaining documentation standards.
  • Experience working with Knowledgebases, Process Documentation and Technical Writing.
  • Ability to grasp complex technical concepts and make them easily understandable in text and pictures.
  • Proven working experience in technical writing and of software documentation.

Key Functions:

  • Document departmental processes and standards for the Service Desk audience.
  • Produce high-quality documentation that meets applicable standards and is appropriate for its intended audience.
  • Work with internal teams to obtain an in-depth understanding of the item or service and the documentation requirements.
  • Assist in developing training documentation and process documentation for Service Desk.
  • Create tutorials to help end-users use a variety of applications.
  • Create and maintain the information architecture
  • Responsible for research of the content on the Knowledge Management tool. This is the sole source of information that the Service Desk Specialists and management, utilize to help internal Safeway Customers (retail and backstage personnel).
  • Assists in reviews and evaluation of customer contact/interaction information from the monitoring tools and grades customer contact/interactions on the SD Customer contact/interaction Quality Guidelines.
  • Produce reports on a weekly, monthly, and quarterly basis. Reports will be designed and created according to the needs of the requestor.
  • Serve as second level resource (SME) for the Service Desk Representatives for the more difficult questions and problems.
  • Assist with the learning experience of the Service Desk Representative through conducting training, Call Calibration and producing training materials.
  • Flexibility with schedule to ensure availability meetings, and any special project.
  • Performs other work duties as assigned.


2022-06-15T12:41:44+00:00Categories: Job Openings|