TDX Knowledge: Roles and Responsibilities
It is the responsibility of every OIT support professional to contribute to our knowledge ecosystem. Effective contribution requires collaboration, both within your team and with others. The level of your contribution depends on your role.
The Expectations for Standard Knowledge Activities has a high-level overview of the roles and responsibilities related to TDX Knowledge.
If you have an interest in taking on additional knowledge roles consult with your manager.
Technician (Drafter) Responsibilities
Technicians should actively use knowledge when working Incidents, send appropriate knowledge articles to users, and provide feedback on knowledge articles that need work.
Technicians are responsible for:
- Providing feedback when they find knowledge gaps.
- Rating knowledge articles based on how helpful or unhelpful the article was in resolving issues.
- Drafting new knowledge articles when there is no existing knowledge and to reach out to a knowledge editor if they think the knowledge needs to be published.
- Creating a New Knowledge Article from a Ticket as a standard part of the KCS process. Technicians do not have to edit the resulting article but certainly can if they have the time.
Group Knowledge Editor Responsibilities
Editors are responsible for helping to maintain their service area's knowledge according to our internal knowledge standards. (See Checklist for Internal and Public-Facing Knowledge)
They should work with the other editors on their team to review and resolve feedback and archive or republish expired articles. Teams may choose to have a rotating schedule to make sure these important tasks are done.
Editors should also be available to work with subject matter experts (SMEs) and other editors outside their team on knowledge related to their service area.
Global Knowledge Editor Responsibilities
Global Knowledge Editors have the same responsibilities as Group Knowledge Editors, but their work is held to a higher standard because they are responsible for creating and approving public-facing knowledge. (See the Checklist for Internal and Public-Facing Knowledge)
Global Knowledge Editor editors need to be aware of what content is appropriate or inappropriate for a public audience, particularly when it comes to content that could be used to exploit our systems. (See Restrict Access to Sensitive Content.)
The KCS Coaches group reviews Work-in-Progress articles for quality and to see if they should be published to the IT General Support or published to the IT website. KCS Coaches also serve as a resource for consulting on knowledge questions and issues. The coaches group may reach out to editors for help working on knowledge articles.
Web Content Teams
OIT Service Owners and their delegates can submit requests for knowledge and service content updates. The Web Content teams have been identified to assist in fulfilling these requests.
A Web content team is made up of a:
- Service subject matter expert (SME)
- Training and self-help professional
- T2 support professional
The purpose of the Web Content teams is to ensure that collaboration happens across these various disciplines.