• Accountable for the maintenance and enhancement of IT support processes and knowledge management practices.

• Guarantees that IT support functions efficiently and consistently, prioritizing the end-user experience.

• Aims to decrease ticket volume, enhance resolution times, and facilitate self-service through clearly defined processes.

• Design, document, and continually refine IT support processes encompassing Incident, Service Request, Knowledge, and Problem Management.

• Assist in the development and evolution of the IT knowledge management strategy.

• Broaden self-service capabilities via service catalogs, knowledge articles, and virtual agents.

• Monitor and assess key performance indicators related to process efficiency and the effectiveness of knowledge management.

• Collaborate with IT leadership, service desk, field services, and other business units to ensure processes align with operational requirements.

• Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related field.

• Over 5 years of experience in IT Service Management, IT Support, or similar roles.

• Proficient in ITSM platforms.

• Demonstrated experience in process design, documentation, and optimization.

• Background in building or managing knowledge bases within an IT context.

• Familiarity with Knowledge-Centered Service (KCS) practices is preferred.

• Experience in workflow automation and service catalog design is preferred.

• Knowledge of Experience Level Agreements (XLAs) and user experience metrics is preferred.

• Strong grasp of ITSM frameworks, particularly ITIL.

• Excellent analytical and problem-solving abilities.

• ITIL certification is preferred.

• Comprehensive benefits package including Medical.

• Health Savings Account.

• Dental coverage.

• Vision insurance.

• Life Insurance.

• Paid Vacation (PTO).

• 401(k) plan with employer match.

• Flexible Spending Account.

• Employee Assistance Program (EAP).

Senior Process and Knowledge Analyst

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