Knowledge Management

Job Summary: The Knowledge Management is responsible for various types of data analysis. The Knowledge Management Analyst prepares and presents these findings to our stakeholders. The Knowledge Management Analyst is responsible for creating and updating best-in-class documentation for the Service Desk. The knowledge management analyst translates technical knowledge into specific troubleshooting steps for TSRs. Responsibilities/Duties: • Prepare reporting showing how KBs are being used and determine whether they require updating by the owning group • Research incidents to determine faults in the process, faults in the KB selection, to determine root cause of not obtaining FCR • Analyze KB usage over time to determine trends and foresee KB velocity increases • Vocalize velocity increases to the owning group to determine root causes • Own the KB Create process and track all requests • Notify owning groups of KB needs when one does not exist for that exact scenario • Resolve KB Flags for articles owned by the Service Desk • Ensure all KBs owned by the Service Desk are reviewed periodically to ensure accuracy, findability, and relevancy • Liaison with the training team on needed AIT training • Liaison with BO to determine gaps and work in tandem to resolve • Present Weekly Performance metrics for KB usage to stakeholders Qualifications/Skills: Thanks. • Public Speaking • Adept at Excel • Adept at Tableau • Adept at researching incidents and understanding how they were resolved • Deep understanding of incident process from creation to resolution • Time Management ITIL Certification and IT Knowledge Management Experience