Knowledge Coordinator

Job description: Knowledge Coordinator (Brussels)

We are seeking a Knowledge Coordinator to support our Framework team within a broader contract for applicative support. Our organization provides multiple services, ensuring seamless operations and continuous improvement across various platforms. This role is critical in managing and structuring knowledge to enhance collaboration, efficiency, and service delivery.

Description of tasks

The Knowledge Coordinator is responsible for:

• Develop and implement a knowledge management strategy aligned with ITIL best practices and business needs, including knowledge related roles, responsibilities and interactions, ensuring knowledge optimisation and harmonization within EUSS-IS.
• Establish policies, standards, and workflows for knowledge creation, validation, maintenance, and dissemination, ensuring synergies among Service Components.
• Coordinate the consolidation and alignment of the knowledge among the Service Components. Defining and maintaining proper information at framework contract level, ensuring internal communication at framework level.
• Identify gaps in existing documentation and proactively improve knowledge assets.
• Prepare training material for common subjects, providing internal trainings on general topics, ensuring an internal training plan at framework level
• Conduct training sessions and workshops to educate support teams on knowledge management tools, processes, and best practices.
• Provide regular reports on knowledge base usage, gaps, and improvements. Ensuring knowledge related KPIs are being reached and reported
• Facilitate knowledge migration and transfer during team transitions, system upgrades, or new application deployments.
• Monitor the Technical Writers of the Service Components and work closely with the Service Managers to ensure accurate documentation of new issues and resolutions.
• Identify Knowledge, Skills and Abilities gaps for Framework and Management levels, and propose training plans to cover those gaps.

Required qualifications and skills:

• Experience: 2 years in knowledge management,
• Technical Proficiency: Familiarity with application support workflows, ITSM tools (e.g., ServiceNow, Jira, Confluence, Wiki), and ITIL principles.
• Communication: Strong written and verbal communication skills to document and present knowledge effectively.
• Analytical Thinking: Ability to identify gaps in knowledge and implement improvements.
• Collaboration: Experience working in cross-functional teams and managing knowledge-sharing initiatives.
• ITIL v3/v4 certification (especially in Knowledge Management or Service Operations).
• Fluent in English and French (verbal and written)
• Proactive and constructive attitude

Desired skills

• Previous experience in European Institutions
• Experience with preparing training material and providing trainings
• Experience with producing and presenting reports