Service Desk Knowledge Analyst
1 month ago
What success looks like in this role:
In this role you will be required to own and manage the IT Service Desk and End users Knowledgebase (KB) achieving accurate & on-time updates that enable Continual improvement You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives Utilize ServiceNow as the primary KB repository, and employ ITIL and KCS methodologies among other Industry best practices You will be part of a dynamic global team that collaborates and coordinate across multiple ITIL Internal and external support teams Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department’s vision of end-user experience excellenceYou will be successful in this role if you have:
Bachelors’ Degree in any field. ITIL Certification and practical skills to create knowledgebase articles will be a plus. Minimum 2+ years of IT Service Desk Level 1 experience is preferred Key Skills:Good understanding of IT Service Desk Level 1 Support processesProficient to structure and re-write content per the Audience and in a logical orderHighly resourceful, self-driven, and proactive attitudeGrowth Mindset that generates curiousness about the working environmentBasic Project Management skillsUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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