Applications Specialist for Knowledge Management

Company: ALDI
Location: Downers Grove
Posted on: September 23, 2022

Job Description:

Our National IT Services department supports every part of our organization from Finance and Project Management to Logistics, Operations, Warehouse and more. Our team of IT managers, analysts, specialists and service desk technicians drive innovation and lend their expertise to our people across the entire company, building careers that are both challenging and rewarding.

In this role the application specialist will work as part of the Knowledge Management team to identify knowledge needs of the US Global Service Desk (GSD) and execute the knowledge management processes to add, maintain and retire knowledge for the GSD. The ideal candidate will review, assess and approve documentation to be included in the knowledge base for the GSD. The documentation will be used for the successful execution of the support procedures, ensuring consistent, effective and efficient support for our customers.

In addition to the US Process Solutions and US GSD Operations teams, you will also collaborate with the NIT and IIT teams as well as with counterparts at the Hungarian Global Service Desk

Position Type: Full-Time
Work Location: Aurora, IL
This role is eligible to participate in ALDIs Hybrid Work Program, which allows remote work up to 3 days per week(i.e., work remotely up to 3 days per week; work in-office at least 2 days per week).

Duties and Responsibilities:
Must be able to perform duties with or without reasonable accommodation.

Check knowledge articles for compliance with IT policies, guidelines and correctness.
Collaborates with IT / Business Service Owners to approve knowledge articles.
Member of the team that manages the knowledge lifecycle (publish, review, un-publish and retire articles).
Checks validity and specificity of the instructions in each article to ensure that they are clear and can be easily and quickly followed by agents.
Resolves incidents and requests in a timely manner; documents work and resolution steps within service management tool.
Escalates incidents and requests to appropriate internal personnel or external vendors when further expertise is required.
Participates in the overall Information Technology Infrastructure Library (ITIL) service management processes for software and hardware solutions.
Assists or coordinates with national and international project delivery, including documentation, testing, training, and deployment for software or hardware solutions.
Adheres to standards, policies, and pre-established guidelines to perform the functions of the job.
Collaborates with team members and communicates relevant information to direct leader.
Upholds the security and confidentiality of documents and data within area of responsibility.
Other duties as assigned.

Job Qualifications:
ALDI Acts Competencies:
Perform within ALDI Acts competencies as outlined below.

Collaborates and Cooperates with Team: Commits to and supports a collaborative and high-performing working environment with peers and managers.
Drives for Success: Seizes opportunities and proactively takes concrete actions to complete tasks. Goes the extra mile and persistently overcomes obstacles to improve outputs.
Focuses on the Customer: Seeks to understand underlying customer needs to create value. Drives the team to maintain focus on customers.
Plans and Prioritizes: Sets priorities and organizes information in order to efficiently and effectively achieve positive results.
Thinks Critically and Resolves Problems: Responds to emerging problems in an accurate and timely manner. Where possible, leverages available resources to address situations before they occur.

Job-specific Competencies:
Knowledge/Skills/Abilities

Gives attention to detail and follows instruction.
Ability to stay organized and multi-task efficiently.
Ability to work both independently and within a team environment.
Establishes goals and works toward achievement.
Effective time management; maximizes productivity.
Ability to interpret and apply company policies and procedures.
Ability to understand overall data flow from user specifications considering all input and output, hardware, software and the operating environment.
Proficient with office productivity software.
Develops and maintains positive relationships with internal and external parties.
Prepares written materials to meet purpose audience.
Ability to define specifications from user requirements.

Education and Experience:

Bachelors Degree or a combination of education and experience providing equivalent knowledge required.

Physical Requirements:

Work is performed in an office environment where a computer, telephone and other office equipment are used as needed to perform duties.
Regularly required to sit, reach, grasp, stand and move from one area to another.
Constantly and repeatedly use keyboard/mouse.
Occasionally required to push, pull, bend, lift and move up to 25 lbs.

Travel:

International & Domestic travel required.
Up to 10%.
ALDI offers competitive wages and benefits, including:
401(k) Plan
Company 401(k) Matching Contributions
Employee Assistance Program (EAP)
PerkSpot National Employee Discount Program
In addition, eligible employees are offered:
Medical, Prescription, Dental & Vision Insurance
Generous Vacation Time & 7 Paid Holidays
Short and Long-Term Disability Insurance
Life, Dependent Life and AD&D Insurance
Voluntary Term Life Insurance
Click here to learn more about the benefits ALDI has to offer

ALDI is committed to equal opportunity for all employees and applicants. As a proud Equal Opportunity Employer (EOE), we do not discriminate based on race, color, national origin, ancestry, citizenship status, religion, sex, sexual stereotyping, sexual orientation, gender, gender identity, gender expression, age, marital status, mental or physical disability, medical condition, genetic information, military or veteran status, pregnancy (which includes pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), or any other protected characteristic. Employment may be contingent upon ALDI's receipt of an acceptable and job-related drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.
Required Preferred Job Industries Retail

Keywords: ALDI, Downers Grove , Applications Specialist for Knowledge Management, Executive , Downers Grove, Illinois