Service Desk Knowledge Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and oversee the Knowledgebase for IT Service Desk, end users, and AI tools along with automation workflows.

• Drive ongoing enhancements that assist both legacy support and AI-driven automation objectives.

• Spearhead advancements by integrating the Knowledgebase with automation tools and initiatives.

• Use ServiceNow as the main repository for the Knowledgebase.

• Implement ITIL and KCS methodologies alongside industry best practices.

• Collaborate and coordinate efforts across various ITIL internal and external support teams.

• Manage Knowledgebase articles for a diverse range of clients.

• Investigate knowledge requirements.

• Produce reports and communicate findings with key stakeholders.

• Execute small projects aimed at enhancing the end-user experience.

• Acquire and apply knowledge of GenAI while collaborating with AI tool developers for continuous improvement.

⛳️ Requirements

• Bachelor's Degree in any discipline.

• ITIL foundation certification is required.

• ITIL Certification and practical experience in creating Knowledgebase articles are advantageous.

• Preferably, a minimum of 2+ years of experience in IT Service Desk Level 1.

• Strong understanding and effective application of prompt engineering.

• Exceptional writing and verbal communication skills.

• Ability to convert IT processes into impactful articles for Service Desk, Self-Service, and Level 2/3 use.

• Good knowledge of IT Service Desk Level 1 support processes.

• Skilled in structuring and rewriting content targeted at different audiences.

• Resourceful, self-motivated, and proactive attitude.

• Familiarity with AI/AI Tools and Automation is essential.

• Basic project management skills are required.

• Applicants must be eligible for any necessary authorizations from the U.S. Government due to potential access to export-controlled commodities and technology.

🏝️ Benefits

• Opportunity to develop new skills, apply your expertise, and tackle complex challenges using cutting-edge technologies and solutions.

• Support from a globally diverse team.

• Commitment to equal opportunity employment.

• Reasonable accommodation support for qualified candidates.