IT Systems Analyst Jr


Brief Summary

IT Systems Analyst Jr Requirements: ServiceNow is preferred. Main Duties • Work with Knowledge Managers on daily process tasks and day to day operations of the Knowledge Management System • Work in cross-functional Knowledge Management process coordination with all stakeholders throughout the knowledge management workflow. • Work with Knowledge Management team and internal processes and systems to drive the reduction of incident resolution time and customer effort • Work with flagged, marked not useful, and knowledge articles associated with problem records across the enterprise. • Work with knowledge metrics to help teams manage their knowledge bases and articles. • Communicate issue status and progress to internal and external parties Desired Skills & Experience • Knowledge Centered Support certified - ITIL certification is a plus • Has both technical and functional expertise with ITIL and Servicenow • Has excellent communications skills, including verbal, written and presentation skils • Has experience leading consistent knowledge base article process and workflow development with global Customer Support, engineering, Technical Publications, product management and Training organizations • Quickly understands the business issues and data challenges of Customer Support organizations • 2+ years in support of knowledge management • Effective at building relationships • Strong technical background in Servicenow or Remedy • Proven ability to partner successfully with multiple teams and customers outside their direct influence • Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users