Knowledge Specialist, Deloitte Global Knowledge Services

Job Type: Permanent
Work Model: Remote
Reference code: 134939
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

As a Knowledge Specialist, you will author, review, edit and publish knowledge articles which serve to provide practitioners and GCC analysts with answers necessary to support inquiries. Knowledge articles will be well-written, efficient to navigate, and tagged in a way that they are returned with appropriate inquiries. Knowledge analysts ensure both support staff and employees have sufficient data needed to quickly and effectively locate content which supports resolving issues by creating and maintaining knowledge repositories that help improve knowledge sharing and promote learning, collaboration, and innovation. Additionally, this role will be depended upon for occasional facilitation of classes to audiences either virtually or in person.

Responsibilities:

• Write, review, edit, and publish knowledge articles with a high degree of accuracy and consistency on a deadline
• Prioritize requests and work with AI and application/process owners or subject matter experts (SMEs)
• Creates self-service knowledge content for direct user consumption via the ServiceNow Service Portal to help users quickly resolve their issues
• Evaluates and provides feedback on knowledge articles submitted to content authors to drive knowledge accuracy and efficacy
• Build strong working relationships with cross cultural teams ensuring the free flow of information throughout the support environment
• Facilitate training to adult participants globally in a virtual, in-person, or hybrid environment
• Execute “hands-on” activities effectively

About the team

Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center. We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte’s success.

Enough about us, let’s talk about you

Requirements:

• 4-year bachelor's degree or equivalent professional experience
• A minimum of 2 years combined experience in knowledge management, project management, service delivery and/or contact centers
• Knowledge in HTML, JAVA, project management, repository management, web content management, and/or relevant technology tools

Preferred Qualifications:

• Experience creating support documentation (QRG, manuals, “how to” documents, etc.)
• Experience managing intranets, portals, collaborative and/or social media tools
• Demonstrated experience facilitating information to a diverse audience

Total Rewards

The salary range for this position is $58,000 - $96,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.