Knowledge Base Specialist
Top Benefits
About the role
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
12
Type of Position
an Addition to Staff
Start Date
Immediate
Salary
Per hour
Salary Grade
$44.40 - $48.26
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
Digital Data Technology and CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Program Manager, Corporate Contact Centre Transformation, is responsible for reviewing, researching and creating knowledge base articles, information and key messages in the knowledge management database; this includes writing, editing, maintaining and coordinating department information and contents in the knowledge base within the Customer Relationship Management (CRM) software solution; compiling and analysing spreadsheets and reports on data in the knowledge management database of the CRM system; reviewing and reporting on variances with knowledge base content, policies and processes and making recommendations to assist with decision making; develops and maintains metrics, reports and key performance indicators.
WHAT YOU'LL BE DOING
- Researches, compiles and writes service delivery content for the knowledge management system in collaboration with subject matter experts; reviews content to ensure accuracy for staff to respond to external inquiries; responsible for knowledge base article workflow.
- Develops public knowledgebase content for the website that is accurate and robust to meet customer service needs and address customer service excellence.
- Implements system changes and database structure changes by working closely with system users across the department and with internal stakeholders; integrates content from other systems into the internal and external public knowledge database.
- Responsible for the design, maintenance, enhancements/upgrades and development of the knowledge database.
- Creates and facilities training, feedback and coaching sessions with staff to verify understanding of content and gather feedback for continuous improvement.
- Assess the effectiveness of the knowledgebase as it relates to various initiatives achieved through page views, reports, dashboards, focus groups, etc., to identify areas of opportunity and improvement.
- Provides help desk support for knowledge base system users and escalates to Corporate IT as needed.
- Maintains and creates procedures and processes within the knowledge database and identifies issues with current documentation for continuous improvement Prepares reports and provides statistical information from the knowledge database for management and stakeholders across the department; analyzes and identifies patterns and trends to inform stakeholders; makes recommendations to improve communication with the public and staff.
WHAT WE'RE LOOKING FOR
- Successful completion of a University Degree in Business Administration, Communications or approved equivalent combination of education and experience.
- Minimum two (2) years demonstrated experience in communications, or developing knowledge based articles in a contact centre environment; demonstrated experience writing acticles, quick reference guides, FAQ’s, or user manuals for internal and public use.
- Solid experience with information/knowledge management systems in a Customer Relationship Management (CRM) system utilizing service delivery channels including authoring, updating workflows and user feedback mechanisms.
- Excellent writing and verbal communications skills.
- A solid understanding call centre operations.
- Knowledge of and experience with processing mapping or customer journey mapping.
- Excellent attention to detail and strong analytical skills; able to multi-task and work in a fast paced environment.
- Proven project management and organizational skills; able to relate well with peers and management.
- Knowledge and demonstrated ability in corporate core competencies.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
August 6, 2025
of Hires Needed
1
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.
Knowledge Base Specialist
Top Benefits
About the role
Status
Temporary Full-Time
Temporary - Approximate length of assignment, in months
12
Type of Position
an Addition to Staff
Start Date
Immediate
Salary
Per hour
Salary Grade
$44.40 - $48.26
Department
York Region -> Corporate Services -> Digital & Customer Experience
Location
Digital Data Technology and CX - 17150 Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)
Hybrid work opportunities may apply - CA
Job Description (E)
ABOUT US
Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.
WHAT WE OFFER
Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.
- Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
- Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
- Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
- Inclusive and Diverse Workforce - We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.
ABOUT THE ROLE
Reporting to the Program Manager, Corporate Contact Centre Transformation, is responsible for reviewing, researching and creating knowledge base articles, information and key messages in the knowledge management database; this includes writing, editing, maintaining and coordinating department information and contents in the knowledge base within the Customer Relationship Management (CRM) software solution; compiling and analysing spreadsheets and reports on data in the knowledge management database of the CRM system; reviewing and reporting on variances with knowledge base content, policies and processes and making recommendations to assist with decision making; develops and maintains metrics, reports and key performance indicators.
WHAT YOU'LL BE DOING
- Researches, compiles and writes service delivery content for the knowledge management system in collaboration with subject matter experts; reviews content to ensure accuracy for staff to respond to external inquiries; responsible for knowledge base article workflow.
- Develops public knowledgebase content for the website that is accurate and robust to meet customer service needs and address customer service excellence.
- Implements system changes and database structure changes by working closely with system users across the department and with internal stakeholders; integrates content from other systems into the internal and external public knowledge database.
- Responsible for the design, maintenance, enhancements/upgrades and development of the knowledge database.
- Creates and facilities training, feedback and coaching sessions with staff to verify understanding of content and gather feedback for continuous improvement.
- Assess the effectiveness of the knowledgebase as it relates to various initiatives achieved through page views, reports, dashboards, focus groups, etc., to identify areas of opportunity and improvement.
- Provides help desk support for knowledge base system users and escalates to Corporate IT as needed.
- Maintains and creates procedures and processes within the knowledge database and identifies issues with current documentation for continuous improvement Prepares reports and provides statistical information from the knowledge database for management and stakeholders across the department; analyzes and identifies patterns and trends to inform stakeholders; makes recommendations to improve communication with the public and staff.
WHAT WE'RE LOOKING FOR
- Successful completion of a University Degree in Business Administration, Communications or approved equivalent combination of education and experience.
- Minimum two (2) years demonstrated experience in communications, or developing knowledge based articles in a contact centre environment; demonstrated experience writing acticles, quick reference guides, FAQ’s, or user manuals for internal and public use.
- Solid experience with information/knowledge management systems in a Customer Relationship Management (CRM) system utilizing service delivery channels including authoring, updating workflows and user feedback mechanisms.
- Excellent writing and verbal communications skills.
- A solid understanding call centre operations.
- Knowledge of and experience with processing mapping or customer journey mapping.
- Excellent attention to detail and strong analytical skills; able to multi-task and work in a fast paced environment.
- Proven project management and organizational skills; able to relate well with peers and management.
- Knowledge and demonstrated ability in corporate core competencies.
Council Approval Date
Scheduled Weekly Hours
35
Scheduled Shifts
8:30 - 16:30
Operational Hours
Close Date
August 6, 2025
of Hires Needed
1
Union
CUPE Local 4900
.
Please apply online by 5:00PM EST of the closing date indicated above.
All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling 1-877-464-9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1-877-464-9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.
About York Region
The Regional Municipality of York is made up of nine cities and towns, and we provide services to 1.2 million residents, 54,000 businesses and 650,000 employees. We have a two-tier government structure, with services provided both by York Region our local-area municipal governments.
At York Region, we know that a healthy and productive workplace is vital to the success of any organization. And year after year, we're recognized as one of the best employers because of what we offer to our employees. Our progressive, collaborative and accountable culture attracts top talent that is driven by a desire to shape and serve the growing community in which we live and work.