Toronto or Remote, ON

Service Management

Full Time

Jan 08, 2021


The role of Technical Writer or Corporate Librarian will be responsible for curating and maintaining all company information and managing the knowledge library at Smile CDR. The technical writer is primarily accountable for the collection, management, and maintenance of all internal knowledge, with a priority on technical and process knowledge specific to our products, for both our internal staff and our clients.

Significant value is held within Smile's documented knowledge in technical areas; the successful candidate must be comfortable with highly technical topics. This role will join our IT Service Management team, reporting to the Manager, Service Management, and will develop, own and execute the Knowledge Management discipline across Smile.

What you'll do

  • Develop and maintain ITIL Knowledge Management processes for the organization
  • Write, maintain and coach staff on process documentation
  • Manage the knowledge libraries for internal staff and for clients by discarding out of date items, maintaining current artifacts and keeping a list of gaps in knowledge
  • Manage the training document library, including maintaining video descriptions of what is covered
  • Manage digital content across Smile CDR's internal platforms (eg. HubSpot, Slack, email, GitLab, etc)
  • Transcribe highlights from training videos and downloaded education sessions and use the information to create or revise knowledge library articles and the Client FAQ
  • Collaborate with the UX, Sales, Implementations and Support Teams to maintain a library of materials, client support documentation, and manage the library of transition documentation
  • Retrieve information from internal resources for articles
  • Own quarterly numbers on documentation (what has been requested and what has been used) and report to key stakeholders
  • Own and resolve tickets requesting documentation updates
  • Lead and take minutes of knowledge exchange meetings, including relevant outcomes or information in library content
  • Arrange and lead yearly meetings on updating documentation and following up on update completion
  • Manage and maintain Client FAQ

Who you are

  • Excellent analytical, interpersonal, prioritization, and organization skills
  • Strong technical writing skills
  • Excellent communication skills, both written and oral

What we are looking for

  • A minimum of 2 years' experience in a librarian or technical writer role
  • A Master's degree or Undergraduate degree in Library and Information Science, Information Systems, Information Technology Management, English, or a related field is required
  • Demonstrated experience in data curation and records management
  • Self-motivated with a demonstrated ability to work well independently and to collaborate effectively with teams, stakeholders, and clients

Bonus points

  • Experience working in a technical environment such as engineering or software development is an asset
  • Familiarity with HL7 v2 and FHIR formats an asset
  • Experience in the healthcare industry or health insurance industry an asset

Employer Information

Toronto, ON, Canada
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