Job ID: R2000570504   Job Description: 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 doHelp 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 automationWork with various stakeholders and SMEs to understand documentation requirements, define scope, and gather information on incoming requestsDraft and publish internal communications to support business processesLiaise with Customer Support, Public Relations, Social Media, and other business groups to assist agents with communication requestsSupport agents with information requests What you'll needPost-Secondary Degree/Diploma specialization in English, Professional Writing, Technical Writing, Communications, or a related fieldPost-graduate certificate in Technical Writing is an assetDemonstrated 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 ManagementExcellent written and verbal communication skillsAbility to quickly grasp complex business processes and make them easily understandable in text.High accuracy and meticulous attention to detailAbility to work well under pressure and respond to fast changing priorities and deadlinesHigh 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.