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IT Knowledge Base Manager - Montreal At Air Canada

Location: Dorval, Quebec

Job Description

Description

Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.

Air Canada’s IT knowledge base is a critical asset to ensure consistent service delivery. It needs accurate, relevant and concise content as well as being managed in an effective manner so that every person has the appropriate access to the information.



The successful applicant will be responsible for creating technical documents and manuals, explaining complex information in a clear and concise manner and working with IT experts to ensure accuracy of systems and services descriptions. If you have previous experience as a technical writer or knowledge base management in information technology, we encourage you to submit an application.

  • Plan, develop, organize, write and edit operational procedures, manuals and forms
  • Maintain a comprehensive library of technical terminology and documentation
  • Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage use of the new practices
  • Analyze the effectiveness of the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits
  • Utilize the knowledge base resources and design a training module for the staff and clients to help them access the knowledge management tools
  • Design and implement an effective framework to share knowledge efficiently across multiple teams
  • Analyze documents to maintain continuity of style of content
  • Manage updates and revisions to technical documents

Qualifications

  • Proven experience working in a technical writing position
  • Excellent written and verbal communication skills
  • Expert understanding of and proficient creation of various IT Technical flow and process diagrams
  • Proficiency in MS Office and Visio
  • Strong attention to detail
  • Able to write in explanatory and procedural styles for multiple audiences
  • Skilled at prioritization and multi-tasking
  • Should be able to transform the ideas of management and implement appropriate solutions in the organization
  • Good analyzing skills and ability to tackle critical situations
  • Ability to maintain constructive work relationships with the employees of all the departments; seniors as well as juniors

Writing IT documents demands a keen eye for detail and exceptionally strong communication skills. Air Canada prefers to hire candidates with the following additional abilities:
  • Explanatory writing skills – technical writers must be able to convey complicated ideas to nonexpert readers with clarity and a minimum of obscure jargon
  • Information gathering – whether they’re reading existing literature, interviewing subject matter specialists, or analyzing processes, technical writers conduct extensive research to prepare for their writing tasks. The ability to absorb complex information and compile good working notes is important for successful technical writing
  • Graphic design – a technical writer may employ a variety of charts, diagrams, and other visual aids to help communicate technical concepts
  • Media production – some technical writers also produce videos or social media posts, especially if they work with external audiences
  • Editing – technical writers work together by reviewing and editing each others’ work to improve its clarity and consistency

Study Products and Processes
  • Much of the job consists of learning the information they need to communicate. This can come in the form of observation, formal training sessions, or other research. Writers may use products or observe processes in action to gain a better understanding of them.
Consult Subject Matter Experts
  • Candidates frequently work with experts, engineers, and others responsible for key processes to gain an understanding of their subject matter. The information elicited from interviews and other communications provides the foundation for the final written product, although a significant amount of “processing” is typically required.
Produce and Maintain Documentation
  • Candidates produce documents that distill complex technical concepts for a broader or less technically experienced audience. Some are used internally to help train employees or provide uniformity for large organizations. Others, such as end-user manuals, may be designed for a general readership. Candidates also maintain existing documentation and keep it up to date as products or processes change.
Test Documentation
  • To evaluate whether their work product effectively serves the target audience, candidates may conduct studies or tests with sample readers. These reveal whether the documents the writer has prepared do their job. The test audience could include company employees in the case of internal process documentation, or customers in the case of product manuals.
Technical Writer Skills and Qualifications
  • Technical writing demands a keen eye for detail and exceptionally strong communication skills. Employers also prefer to hire candidates with the following additional abilities:
  • Explanatory writing skills – technical writers must be able to convey complicated ideas to nonexpert readers with clarity and a minimum of obscure jargon
  • Information gathering – whether they’re reading existing literature, interviewing subject matter specialists, or analyzing processes, technical writers conduct extensive research to prepare for their writing tasks. The ability to absorb complex information and compile good working notes is important for successful technical writing
  • Graphic design – a technical writer may employ a variety of charts, diagrams, and other visual aids to help communicate technical concepts
  • Media production – some technical writers also produce videos or social media posts, especially if they work with external audiences
  • Editing – technical writers work together by reviewing and editing each others’ work to improve its clarity and consistency

LINGUISTIC REQUIREMENTS



Bilingual (English and French)

Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.


As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.


Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.