DescriptionThe Hennepin County Information Technology department is hiring an IT Analyst I to join the Service Management Office as a knowledge coordinator. This position will improve the knowledge base by analyzing reports from IFS Assyst to make determinations on how to make impactful changes by synthesizing information into plain language and rearranging information to make it more accessible.Current Hennepin County employees who refer a candidate hired into an open competitive position may be eligible for a $500 referral bonus. For more information visit the employee referral program page.Location and hours: This position is remote. Remote workers may be required to come on-site an average of 0 to 12 days a year for work meetings, trainings, or for any other reasons that their supervisor may deem necessary (may include additional days for onboarding and new employee training). Supervisors will provide as much advance notice as possible. Work hours will be Monday through Friday, 8 a.m. - 4:30 p.m. While this position is designated as remote, based on current requirements hires must reside in Minnesota or Wisconsin. New employees who are hired into remote positions between January 2, 2022 to December 31, 2024, will receive $500 toward the cost of establishing consistent internet connectivity, payable upon completion of 6 months of employment.About these position types:This is a full-time, benefit earning position.This position is internally classified as a level one within the Information Technology (IT) Analyst job classification series.Click here to view the job classification specification.At this time, employees may be eligible to receive an additional cash merit of up to $1,596.87 that can be earned annually based on performance.In this position, you will:
Create and update help topics to facilitate IFS assyst navigation.
Audit widely viewed and used knowledge articles to:
Restructure and reorganize information.
Ensure embedded links are working.
Review and add keywords.
Update published articles in IFS Assyst.
Capture and analyze key performance indicator (KPI) trends.
Lead efforts in reviewing IT Library knowledge documents by reorganizing and gathering context as needed prior to publishing.
Audit and clean up the knowledge management document library.
Review requests to publish or edit knowledge articles to determine how to incorporate them into the knowledge base.
Lead efforts in posting helpful information within the Assyst Tips & Tricks channel in Teams.
Need to have:
One of the following:
Two years of experience in information technology.
Completion of five college/vocational technical technology courses.
Completion of approved IT Hennepin County internship.
Associate's/vocational/technical degree or higher in computer science, management information systems (MIS), information technology.
Nice to have:
Certification with Knowledge Centered Service (KCS).
With IFS Assyst software.
Using plain language principles.
With technical writing and editing.
Editing information in SharePoint.
About the department: Technology is the foundation of our work – and the work of every county employee. The Information Technology department is here to help our employees work smarter, faster and better. They are made up of 6 divisions: business solutions, enterprise architecture, enterprise development, finance and support services, operations, and special projects.About Hennepin County:Hennepin is the largest county government organization in Minnesota. Our employees work every day to improve the health, safety and quality of life for our residents and communities. All of our jobs align to one or more of our overarching goals -- that Hennepin County residents are healthy, protected and safe, self-reliant, assured due process, and mobile.Our employees receive a combination of generous benefits and positive workplace culture not found at other organizations. This includes meaningful work that impacts our community, competitive pay, work-life balance, a variety of benefits and opportunities to grow. Learn more at The Bridge (login as Guest). Hennepin County envisions an organization where our commitment to diversity and the reduction of disparities is fundamental in providing excellent service to our community.Your future. Made here.This posting may be used to fill current and future vacancies.