Knowledge Analyst

If you do not receive an email within 24 hours confirming receipt of your application, please contact Human Resources from 8:30 a.m. to 4:30 p.m. EST at (905) 845-6601.

Save your resume and cover letter together in one document before you begin.

Your application will be complete once you click "Submit" at the end of the process.

Knowledge Analyst

Department

Communications and Customer Experience

Pay Range

$81,707 - $99,659

Position ID

3510

Job Details:

Temporary Full-Time (CUPE 1329T)

Posting Status:

Open to all current Town of Oakville employees and external candidates

Duration:

Approximate 10-month contract

Internal secondment applications are welcome. Please note, however, that members of management will not be considered for secondments into bargaining unit positions.

Temporary Vacancy Reason:

Special project

Closing Date:

Applications for this position must be received at oakville.ca in the employment section no later than 11:59 p.m. on

March 6, 2026.

This job posting is for an existing vacancy and therefore will be filled accordingly.

Under the direction of the Manager, ServiceOakville the Knowledge Analyst serves as the primary content developer and subject matter expert of the Town’s Knowledge Base application. This role is responsible for creating, validating, and refining knowledge content by analyzing and understanding business processes, facilitating workshops, and engaging stakeholders across the organization. The Knowledge Analyst also identifies information and service gaps, recommends improvements, and delivers on-going training to multiple departments across the Town.

Job Responsibilities Knowledgebase Governance and Continuous Improvement

Build, maintain, and strengthen cross-departmental relationships to ensure the Knowledge Base remains accurate, comprehensive, and aligned with operational needs for departments and to residents of the Town of Oakville.

Research and analyze departmental communications, process changes, and service updates to create and revise knowledge articles.

Evaluate the structure, usability, and clarity of the Knowledge Base to ensure content is well‑organized, written in plain language, and suitable for multiple user groups with varying levels of business knowledge.

Conduct structured stakeholder interviews to elicit detailed requirements and operational insights that directly drive the development of content and documentation

Lead the continuous enhancement of the Town’s Knowledge Base by optimizing information architecture and applying analytics-driven insights to improve accuracy, usability, and long‑term scalability.

Guide staff in using CRM and Knowledge Base best practices when creating service requests and supporting residents.

Respond to day‑to‑day inquiries and escalations from colleagues regarding article content, business processes, and service information.

Provide advice on handling complex or discretionary resident inquiries, ensuring decisions align with Town policies and service standards.

Collaborate with the web and communications team to share timely, relevant information regarding emerging issues, trends, or resident concerns

Training

Deliver onboarding training for staff with a focus on systems navigation, knowledge use, and customer service workflows.

Provide ongoing coaching and refresher training to ensure the team is informed of new content, process changes, or system updates.

Facilitate training for employees across the organization on effective use of the CRM that aligns with Town policies, procedures and service standards.

Qualifications

Completion of a three-year post-secondary diploma or degree in Communications, Business Administration or related field combined with a minimum of three years of relevant experience.

Demonstrated experience writing and editing web content, operational procedures, or service documentation.

Demonstrated ability to work independently while effectively collaborating across a large, multi-layered organization. Builds strong rapport and professional credibility through clear communication, sound judgement and consistent follow‑through when engaging stakeholders at all levels.

Strong training, facilitation, and presentation skills ideally gained in a customer service, process‑driven environment.

Advanced proficiency with tools such as Visio, SharePoint, Microsoft office, Salesforce CRM and Knowledge Base, and ESRI GIS.

Demonstrates strong teamwork skills and a commitment to exceptional customer experience.

Exceptional verbal and written communication skills with the ability to translate complex processes into clear, concise, user‑friendly documentation.

Strong analytical and critical thinking skills, with the ability to understand and document complex inter‑departmental processes, assess requirements, and understand multi‑departmental service interactions.

Solid understanding of municipal government responsibilities and public facing service delivery.

Demonstrated strong initiative, attention to detail, and a proactive approach to identifying issues and opportunities.

Excellent organizational and time management skills, with the ability to meet strict deadlines for publishing updates to support service level expectations.

DATED: February 20, 2026

The Town’s recruitment software includes elements of artificial intelligence to assist in the screening and short‑listing of qualified candidates.

This job profile reflects the general requirements necessary to perform the principal functions of the job. This does not include all of the work requirements of the job. Applicants are required to demonstrate through their application and in the interview process that their qualifications match those specified. The minimum threshold score for each of the testing and interview components of the recruitment process is 70%.

We thank all applicants and advise that only those selected for an interview will be contacted.

#J-18808-Ljbffr