About this role
About the Job
We are looking for a Training & Knowledge Specialist to support training, knowledge management, documentation, and communication activities within a large-scale IT services environment.
In this role, you will play a key part in ensuring that knowledge is effectively captured, structured, maintained, and shared across the organization. You will coordinate training initiatives, develop learning materials, manage knowledge assets, and promote continuous learning and collaboration. The position requires strong communication, organizational, and stakeholder management skills, as well as the ability to work in a fast-paced and multicultural environment.
Responsibilities
Training & Learning
- Assess training needs and identify appropriate learning resources to support employee development and organizational objectives.
- Develop, maintain, and deliver training materials, presentations, guides, and learning content.
- Plan, coordinate, and facilitate training sessions, workshops, and learning initiatives.
- Monitor participation, progress, and completion rates across training programs, ensuring accurate reporting and record management.
- Coordinate with internal stakeholders to gather training requirements and address learning needs.
- Manage and support organization-wide training initiatives, ensuring effective planning, communication, execution, and follow-up.
- Act as a liaison between stakeholders, training providers, and learners to ensure alignment with business and service needs.
- Collect feedback and analyze training outcomes to continuously improve learning programs and training effectiveness.
- Coordinate the preparation and distribution of newsletters and internal communications related to training, knowledge sharing, and organizational initiatives.
- Promote knowledge-sharing practices and support the development of internal learning communities.
- Ensure compliance with knowledge management, communication, learning, and information security policies.
Knowledge Management & Documentation
- Create, develop, and maintain both technical and non-technical knowledge assets, procedures, guides, and reference materials.
- Collaborate with stakeholders across multiple teams to collect, structure, and document knowledge, best practices, lessons learned, and process workflows.
- Adapt documentation and communication materials to different audiences, ensuring clarity, consistency, and usability.
- Support the continuous improvement of documentation standards and knowledge management practices.
Content & Document Management
- Organize, maintain, and publish documentation within knowledge repositories and collaboration platforms.
- Manage the categorization, accessibility, and usability of knowledge assets to ensure efficient information retrieval.
- Perform regular content reviews to ensure documentation remains accurate, relevant, and aligned with current processes.
- Coordinate and support the delivery of small-scale documentation and knowledge management projects.
- Review, update, and refine existing documentation to eliminate inconsistencies, duplication, and content gaps.
- Apply documentation standards, terminology, branding guidelines, and formatting requirements across all knowledge assets.
Skills & Requirements
- Bachelor's or Master's degree in Knowledge Management, Communications, Business Administration, or a related field.
- Minimum 2 years of experience in a Training Specialist, Knowledge Management, Documentation, or similar role.
- Experience developing training materials and delivering training sessions or workshops.
- Strong knowledge of Microsoft Office tools, particularly Word, Excel, and PowerPoint.
- Hands-on experience with SharePoint Online, Confluence, ServiceNow, or similar knowledge management platforms.
- Excellent written and verbal communication skills in both English and French.
- Strong organizational skills with the ability to manage multiple priorities simultaneously.
- Ability to work independently while maintaining close collaboration with stakeholders across different teams.
- Experience creating, structuring, and maintaining documentation in a professional environment.
- Strong attention to detail and commitment to content quality and consistency.
- Proactive, adaptable, and solution-oriented mindset.
Assets
- Previous experience working in a European or international environment.
- Knowledge of IT Service Management practices.
- ITIL v3 or ITIL v4 certification.
- Experience supporting knowledge management initiatives within IT service delivery environments.