Specialist, Knowledge Management

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Specialist, Knowledge Management

The Customer Support Centre of Excellence supports this purpose by delivering great experiences to our customers. Through partnership and collaboration with various lines of business, our colleagues are empowered to further enhance the customer experience with one simple question in mind: how can we help Canadians live life well?

Why This Role Is Important

This individual will be responsible for helping our Customer Support CoE transfer Knowledge to our frontline colleagues across the various lines of business through the creation and maintenance of Knowledge Articles, and the optimization and improvement of the knowledge base. This role will play a key part in supporting AI technologies within our knowledge management systems to improve efficiency and effectiveness.

What You'll Do

• Help create and maintain process and support documentation for all lines of business, including both internal and external audiences, with a focus on optimizing content for AI-powered search and retrieval, and identifying opportunities for AI-driven content generation and automation
• Work with various stakeholders and SMEs to understand documentation requirements, define scope, and gather information on incoming requests
• Draft and publish internal communications to support business processes
• Liaise with Customer Support, Public Relations, Social Media, and other business groups to assist agents with communication requests
• Support agents with information requests
  
  

What You'll Need

• Post-Secondary Degree/Diploma specialization in English, Professional Writing, Technical Writing, Communications, or a related field Post-graduate certificate in Technical Writing is an asset
• Demonstrated interest or experience with AI technologies is highly desirable, particularly in the areas of agentic AI and the role of AI in the areas of Documentation and Knowledge Management
• Excellent written and verbal communication skills
• Ability to quickly grasp complex business processes and make them easily understandable in text.
• High accuracy and meticulous attention to detail
• Ability to work well under pressure and respond to fast changing priorities and deadlines
• High level of organization and ability to manage multiple tasks and projects simultaneously
  
  

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:

Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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