IS Service Desk Knowledge Management Analyst

The IS Service Desk Knowledge Management Analyst is responsible for the knowledge management process within ServiceNow and keeps the knowledge articles current with subject matter experts (SMEs) in order to minimize service desk escalation to tier 2 teams. Assists with taking calls during high call volume surges.

Job Responsibilities:

• Owner of the Knowledge Management Module within ServiceNow from a Service Desk perspective.

• Thorough understanding of ESD processes and practices.

• Expertise on the ServiceNow CRM Platform Modules of Incident Management, Request Management, Knowledge Management and User Self-Service Portal.

• Maintains the Knowledge Management Process (Create, Update, Review, Promote and Retire).

• Ensures that knowledge articles are released weekly by ServiceNow and forwarded to the Service Desk QA team and management and Tier II team leads and management to review/revise for resubmittal into the Knowledge Management module within a specified deadline to keep the content current.

• Notifies the Service Desk of any new Knowledge Articles or any changes to existing ones on an regular basis.

• Reviews weekly incident trends with Incident Manager to determine which escalated issues could have been resolved by the Service Desk if given training, access, and knowledge articles.

• Meets with Tier II teams and management monthly to present what issues can be resolved by the Service Desk through training, access, and knowledge articles, to resolve issues at Tier 1 and increase customer productivity and satisfaction.

• Every quarter reviews Service Desk Knowledge Article usage and determines if outdated articles can either be updated or retired.

• Publishes a monthly report of the Top 20 Knowledge Articles used by the Service Desk.

• Determines which Knowledge Articles can be posted on the ServiceNow Self-Service Portal for users to resolve issues on their own and reduce Service Desk call volume.

• Owner of ServiceNow Knowledge Templates and Articles to maintain content, consistent formatting, and grammar prior to promoting to production.

Requirements:

• Education: Associate's Degree or relevant experience in lieu of degree

• Experience: 2 years of experience in a knowledge management role, 2 years of experience with ServiceNow or similar ITSM tool required, 3 years of customer service experience in a service desk or call center environment

• Certification: ITIL 4 Foundation Certification is required within 12 months of start date; HDI Knowledge Centered Service (KCS) Principles or HDI KCS Foundation preferred

This position is eligible for remote work for candidates residing in the following states - AL, AZ, DC, DE, FL, GA, KY, ME, MD, MO, NC, OH, PA, SC, TN, TX, UT, VA, WV.