Knowledge Management Analyst

Government of Alberta

Knowledge Management Analyst supporting Alberta government through knowledge capture and service management processes. Focus on continuous improvement of knowledge resources and service delivery.

Posted 6/11/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$83,258 - CA$114,316 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Unlock knowledge to enable smarter decisions and better service delivery across government!
Design and maintain Knowledge Bases (KBs) as a self-service platform for content management and sharing.
Configure KB structures, categories, and role-based access controls.
Customize workflows for article publishing, updates, and retirement.
Plan and implement KB patches, fixes, enhancements, and upgrades.
Participate in System and User Acceptance Testing (UAT).
Develop and enhance Knowledge Management governance frameworks, processes, and procedures.
Document workflows, templates, and operational standards.
Facilitate monthly KM Representative Committee meetings.
Manage KM author/approver onboarding and offboarding processes.
Coordinate and deliver KM training for service teams and users.
Collaborate with support teams and vendors to ensure KB alignment with business needs.
Engage stakeholders to identify current and future requirements.
Lead Continual Service Improvement (CSI) initiatives.

Requirements

What you’ll need

A university degree in Computer Science, Information Technology or a related field.
A minimum of two (2) years of related experience.
Experience working with a Knowledge Management System utilized to provision the KM process such a ServiceNow, Remedy or similar.
ITIL and/or ITSM Certification.
Equivalencies : A related two-year diploma in computer technology or a related discipline from a recognized post-secondary institution and four (4) years related experience; or A related one-year certificate from a recognized post-secondary institution and five (5) years related experience.
Assets: Experience working with privacy and security related legislation. Experience with knowledge base design and/or configuration, including structure, categorization, and user access permissions. Experience configuring, managing, or supporting content workflows, including publishing, approval, and retirement processes. Experience participating in System Integration Testing (SIT) and/or User Acceptance Testing (UAT), including test execution and issue tracking. Experience developing, maintaining, or supporting governance processes, procedures, and documentation within a knowledge management environment. Experience identifying, analyzing, and implementing process improvements to enhance service delivery and operational efficiency. Knowledge of the expected IT services and related future directions of technology in the GoA. Knowledge of Alberta Government goals, strategies, priorities and initiatives, particularly as they relate to the mandate of IMT. Ability to analyze, evaluate, identify problem areas, and create innovative solutions to address issues identified. Excellent communication skills, both verbal and written, including very good consultation, facilitation, and presentation skills. Experience in preparing professional presentations, training materials and conduct training sessions. Excellent proficiency with standard business software tools.

Benefits

Comp & perks

Positive workplace culture and work-life balance
Professional learning and development
Leadership and mentorship programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Knowledge Management SystemServiceNowRemedyKnowledge Base designWorkflow configurationGovernance processesSystem Integration TestingUser Acceptance TestingContent managementProcess improvement

Soft Skills

Communication skillsConsultation skillsFacilitation skillsPresentation skillsAnalytical skillsProblem-solving skillsTraining skillsCollaboration skillsStakeholder engagementLeadership skills

Certifications

ITIL CertificationITSM Certification