IT Intern 1

Odyssey Reinsurance Company (OdysseyRe) is the global reinsurance arm of Odyssey Group, one of the world’s leading providers of reinsurance and specialty insurance. OdysseyRe offers a broad range of property, casualty, and specialty reinsurance products, providing capital and risk management solutions for clients to efficiently manage economic risk through a network of branch and representative offices across North America, Latin America, EMEA (Europe, Middle East & Africa), AsiaPacific and London.

OdysseyRe is an equal opportunity employer with excellent benefits and a strong commitment to providing training and opportunities for our staff. We provide employees an innovative, enriching environment and take great pride in their career growth.

OdysseyRe is rated A+ (Superior) by AM Best and AA- (Very Strong) by Standard and Poor’s. Odyssey Group is a subsidiary of Fairfax Financial Holdings Limited, which is traded on the Toronto Stock Exchange under the symbol FFH.

IT Intern -  Knowledge Optimization Intern (Part-Time)

We are seeking two part-time Knowledge Optimization Interns to support a January 2026 pilot focused on improving the quality, clarity, and AI-readiness of our IT knowledge base used by Athena (Moveworks) in Microsoft Teams. The interns will help convert and enhance ServiceNow knowledge articles so they are easy for end users to follow and more effective for AI-driven self-service.

This role is execution-focused. It is not a software engineering or platform administration position.

Key Responsibilities

Knowledge Improvement & Conversion

• Work a defined backlog of knowledge improvements generated by Moveworks Knowledge Studio (and optional external guidance, if applicable).
• Create, revise, and standardize ServiceNow knowledge articles to improve “answer not found / form not found” outcomes.
• Convert content into consistent, AI-ready structure (clear headings, prerequisites, step-by-step instructions, expected outcomes, and escalation guidance where appropriate).
• Rewrite technical content into plain language suitable for a broad employee audience (reduce jargon, improve readability and scannability).

User Perspective & Content Quality

• Validate instructions from an end-user perspective by following steps exactly as written and flagging missing details, ambiguity, or broken flows.
• Recommend improvements to titles, short descriptions, keywords/tags, and article summaries to improve findability in self-service experiences.

Testing & Verification

• Execute basic test scenarios in Athena to confirm updated content improves outcomes (e.g., higher confidence responses, correct answer retrieval, fewer dead ends).
• Document test results, issues, and recommended refinements in a structured format (e.g., tracker/spreadsheet or backlog tool).

Coordination & Documentation

• Track work status (in progress / ready for review / published) and maintain basic reporting on throughput and outcomes.
• Collaborate with IT stakeholders to clarify steps when content is unclear or incomplete.

Deliverables (What Success Looks Like)

• A steady throughput of updated/created knowledge articles aligned to defined standards.
• Measurable improvements to article clarity and user success completing steps without IT assistance.
• Improved self-service performance indicators (e.g., fewer “answer not found / form not found” patterns attributable to knowledge gaps).

Required Qualifications

• Current student or recent graduate (preferred: English, Communications, Information Systems, or similar).
• Strong writing and editing skills with an ability to translate technical concepts into clear instructions.
• High attention to detail and comfort following and validating step-by-step procedures.
• Strong organizational skills (able to manage a backlog and document work precisely).
• Professional communication and ability to work with IT teams to clarify instructions.

Preferred Qualifications

• Experience writing procedural documentation, FAQs, or help articles.
• Familiarity with IT support concepts (tickets, Service Desk workflows, common end-user issues).
• Exposure to ServiceNow knowledge, ITSM concepts, or chatbot/self-service tools (helpful but not required).

Working Model & Time Commitment

• Part-time (aligned to academic schedule; target 10–20 hours/week each, flexible).
• Pilot start: January 2026
• Duration: 4–8 weeks (may extend based on outcomes)

Reporting & Support

• Reports to: John Neofytides, AVP, Head of IT Operations Analytics and Service Intelligence
• Work is guided by defined standards, a curated backlog, and a structured review/publish process.

We are an E-Verify employer - all hired positions require successfully passing an E-Verify Check.  

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