Allen Robertson

I am a Knowledge Management professional with 20+ years experience transforming complex IT-related information into structured, searchable, and actionable knowledge for support organizations and non-technical audiences. I have been the SME for 5000 IT-related knowledge articles performing content creation, curation. updates, categorization and taxonomy, quality review, and retirement as needed. I utilized ServiceNow and Sharepoint to manage 26 knowledge bases and repositories, engaged cross-functional stakeholders and SME content owners, for document access and lifecycle control. I orchestrated UAT for twelve separate ServiceNow platform updates impacting Knowledge Management for Contact Center and IT staff, coordinated testing, defect reporting, and post deployment validation. I am passionate about the quality of this type of work, and I have the knowledge, skills and aptitude to lead such a program and/or team of professionals performing these functions. It is my professional desire to provide improved access to information for technical and non-technical audiences.