Step into a contract position as an IT System Specialist with Aliant Resources in Mississauga. This hybrid role focuses on managing the ServiceNow knowledge base to enhance operational efficiency and customer satisfaction.

In this six-month contract, your primary responsibility will be to optimize and govern the IT ServiceNow knowledge base, aiding the Service Desk in improving resolution times and fostering knowledge reuse. You will need strong experience in IT Service Desk operations and a solid understanding of ITIL processes. Engagement with cross-functional teams is vital for validating and documenting knowledge content.

Key Responsibilities:
• Develop and maintain knowledge base articles and SOPs
• Collaborate with Service Desk and SMEs for content validation




• Establish knowledge governance standards and review cycles
• Manage knowledge lifecycle from creation to retirement
• Monitor performance metrics for continuous improvement

Requirements:
• Experience in IT Service Desk/ITSM environments
• Knowledge-Centered Service (KCS) certification or experience
• Robust technical writing and documentation skills
• Ability to analyze metrics for driving improvements
• Familiarity with knowledge management tools

Bring your expertise in ITIL processes and knowledge management to enhance the Service Desk operations at Aliant Resources.
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📌 IT System Specialist - ServiceNow Expert (Ontario)
🏢 Aliant Resources
📍 Ontario