Sr Itsm Process Specialist - Knowledge

Overview

Here at Discount Tire, we celebrate the spirit of our people with extraordinary pride and enthusiasm. Our business has been growing for more than 60 years and now is the best time in our history to join us. We are opening more locations every year and we are always looking for qualified individuals to join us in our growth. We are a company that promotes from within, both in our retail and corporate operations.

Under minimal supervision, the Senior IT Service Management (ITSM) Process Specialist is responsible for working with Process Managers and stakeholders to identify improvement opportunities and bring understanding and discipline to these processes through quality control, training, and documentation. The Senior ITSM Process Specialist will oversee knowledge related activities to include maintaining the company standards.

Essential Duties and Responsibilities:

• Oversee the storage and distribution of IT, Corporate and Store knowledge in easily accessible knowledge bases in ServiceNow.

• Create metrics to analyze usage and speed to market to ensure we provide the best customer experience.

• Maintain a comprehensive knowledge base within the ServiceNow platform, including articles, FAQs, troubleshooting guides, and other relevant documentation.

• Ensure Knowledge Articles are accurate, categorized, and tagged for easy retrieval and accessibility.

• Work with article owners to regularly review and update existing knowledge articles to reflect changes in technology, processes, or best practices.

• Work closely with subject matter experts and stakeholders to gather information and content for knowledge articles.

• Facilitate knowledge sharing sessions and workshops to capture tacit knowledge and best practices.

• Collaborate with various departments to identify knowledge gaps and prioritize content creation efforts.

• Implement quality standards and guidelines for knowledge creation to ensure consistency, accuracy, and relevance.

• Perform regular audits and reviews of the knowledge base to identify outdated or inaccurate information and take corrective actions.

• Enforce governance policies and procedures to maintain data integrity, security, and compliance established processes.

• Provide guidance and support to end-users on how to effectively utilize the knowledge base for self-service and issue resolution.

• Develop training materials, (recorded training, QRGs, Quick tips, etc.), and conduct training sessions/workshops to promote knowledge management best practices among stakeholders.

• Conduct recurring meetings with Knowledge Coaches.

• Serve as a point of contact for user inquiries, feedback, and enhancement requests related to the knowledge base.

• Proactively identify opportunities to enhance the functionality and usability of the knowledge base through automation, integration, or customization.

• Recommend continuous improvement opportunities in knowledge management processes and tools.

Qualifications:

• Seven or more years of knowledge and experience supporting an ITSM software product in ServiceNow.

• Experience with XML and HTML preferred.

• Five or more years of experience demonstrating extensive subject matter expertise supporting and adhering to an ITSM Incident Management process. Additional experience with other ITSM processes including problem management, change management, reporting and performance analytics, is preferable.

• Excellent written and verbal communication skills, including process documentation.

• Strong analytical skillset required.

• Ability to work independently and in a team is vital.

• Ability to work efficiently and accurately under pressure, meet deadlines and present a professional demeanor is essential.

• Able to respond to different organizational situations while maintaining a positive and friendly attitude is necessary.

• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

• In addition, organizational and critical thinking skills, a can-do attitude, and the ability to adjust to changing requirements are essential.

Educational Requirements:

• Bachelor's degree

• IT Infrastructure Library (ITIL) Foundations certification required.

• Certification in knowledge management (e.g., CKM, KCS) is advantageous.

Work Days:

Normal work days are Monday through Friday.

Work Hours:

Normal work hours are 8:00 a.m. to 5:00 p.m. Additional hours may be necessary based on on-call rotation.

Hybrid Work Location:

3 days in the corporate office

2 days remote

Discount Tire provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.

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