Access Halton Knowledge Management Specialist
Halton Region is committed to fostering a diverse, inclusive, and equitable workplace that reflects the communities we serve. We value, welcome and respect the unique perspectives and contributions of all individuals. We encourage applications from Indigenous Peoples (First Nation, Métis, Inuit), Black and racialized persons, persons with disabilities, women, and members of the 2SLGBTQ+ community. Accommodations are available at any point upon request for candidates participating in the selection process.
As an employer of choice, Halton Region recognizes the many benefits of hybrid work arrangements including flexibility and better work-life balance for our employees. This position is eligible for our Hybrid Work Program.
Posting ID: 4432
Department: Corporate Services
Division: Communications
Pay Range: $94,693 - $118,367
Job Type: Permanent
Hours of Work: 35 hours per week
Work Location: 1151 Bronte Road, Oakville, Ontario
Employee Group: OCT
Posting Date: July 28, 2025
Application Deadline: August 11, 2025
Please be advised that the results of this competition may be used to fill subsequent vacancies of the same position within the next 18 months.
If you’re enthusiastic about the opportunity to work with Halton Region but don’t meet every qualification listed, we still encourage you to apply! This position may be eligible for an underfill opportunity for candidates who do not meet every qualification. We’re always on the lookout for exceptional talent to join our team!
Job Summary
Reporting to the Manager, Service Channel Integration, this role plays a key part in the design, implementation, and ongoing enhancement of a centralized knowledge management system. The goal is to empower frontline staff with timely, accurate information and enhance the overall customer experience.
As Access Halton continues to build a culture of continuous learning and operational excellence, this position is critical in shaping how knowledge is captured, shared, and used within the contact centre. The successful candidate will help ensure that information flows efficiently, supports service delivery, and drives innovation in how we serve our community.
Duties & Responsibilities
- Manage the full life cycle of contact centre knowledge articles, including creation, validation, publishing, archiving, and version control. Lead regular content reviews and use article analytics and feedback to ensure accuracy, relevance, and continuous improvement.
- Develop and implement a long-term content strategy supported by clear standards, templates, and guidelines to ensure all knowledge is well-organized, accessible, accurate, and aligned with organizational tone and policy.
- Analyze current and future customer interaction processes to identify opportunities for improvement and ensure alignment with the knowledge management strategy. Lead initiatives to enhance knowledge workflows, including requirements gathering, business case development, and risk assessments.
- Provide subject matter expertise to support the digitization of services by participating in business process discussions and offering recommendations on future-state design, informed by deep knowledge of customer service operations, SOPs, and best practices.
- Support enhancements to Salesforce Knowledge and Case Management systems to improve usability, integration, and alignment with evolving service delivery models.
- Lead training and support change management efforts to support the adoption of knowledge management tools, content updates, and process changes within the contact centre.
- Partner with program areas to translate complex policies and processes into simple, customer-friendly documentation.
- Contribute to the success of the Access Halton team by providing support, guidance, and mentorship to employees.
- Other duties as assigned.
Skills & Qualifications
- Bachelor’s degree (or equivalent) in Business Administration, Information Management, Organizational Development, Public Administration, or a related field
- Minimum of six (6) years of experience in leading and managing complex projects focused on business process improvement, customer service enhancement, or service delivery transformation, along with experience in managing knowledge resources, content creation, and knowledge management (KM) systems, ideally within a contact center setting. Preferred certifications: Lean Six Sigma, Certified Knowledge Manager, Change Management
- Knowledge of programs and services delivered by all levels of government including Halton Region, Local Municipalities, Provincial and Federal governments and community organizations.
- Experience in requirements gathering, process mapping, and business process documentation using tools such as Visio or Miro
- Familiarity with Knowledge Management systems (e.g., Salesforce, SharePoint, internal knowledge bases, wikis)
- Strong skills in business process analysis, redesign, and continuous improvement
- Knowledge of Human-Centered Design Thinking, Customer Journey Mapping, and Change Management
Working/ Employment Conditions
- Weekly on-call rotation to support Access Halton’s 24-hour, seven days a week operation.
Important information about your application:
- In accordance with requirements in Ontario Regulation 191/11 – Integrated Accessibility Standards and the Ontario Human Rights Code, Halton Region will accommodate the needs of individuals with disabilities throughout the recruitment process. If you require accommodation at any stage of the recruitment process, please inform the Talent Acquisition representative of the nature of the accommodation(s) you require.
- Please submit your application online. We will accommodate individual needs for applicants with disabilities and others who are not able to apply online. If you experience any issues with submitting your application, please contact HR Access at 905-825-6000 extension 7700.
- Applications will be accepted until 11:59 p.m. on the deadline date specified on the posting.
- We encourage applications from all qualified individuals; however, only those under consideration will be contacted.
- Personal information collected through the job application process will only be used for the purpose of determining qualifications for employment.
- If selected for an interview, you will be contacted by email and/or phone. Please ensure the contact information provided on your resume is up to date and that you check your email and voicemail regularly.
Halton Region serves more than 650,000 residents throughout Burlington, Halton Hills, Milton and Oakville. We are committed to delivering high quality programs and services that make Halton a great place to live and work. We engage great people who contribute to meaningful work that makes a positive difference in our community. At Halton, you are encouraged to grow and succeed in your career and are recognized for your accomplishments and contributions. As an employee, you will be part of a progressive, service focused and award winning employer with a diverse and inclusive work environment.
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