Job Description

Job Summary

Develop and maintain the Service Desk Knowledge Management process. Create, review, update, and retire knowledge articles and documentation. Ensure knowledge articles are accurate, relevant, and aligned with ITIL best practices. Conduct regular knowledge base audits and quality reviews. Collaborate with Service Desk, ITSM, Infrastructure, and Application teams to capture and document solutions. Monitor knowledge usage, article effectiveness, and user feedback. Identify knowledge gaps and drive continual service improvement initiatives. Establish governance, standards, and approval workflows for knowledge content. Train Service Desk agents on knowledge management tools and processes. Generate reports and KPIs related to knowledge utilization and effectiveness. Support Problem Management by documenting known errors and workarounds. Promote a knowledge-centered service (KCS) culture across support teams.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Managing And Resolving Service Tickets Using Itil And Knowledge Management Principles.
2. Provide On-Call Support For Escalated Issues, Performing Thorough Root Cause Analysis To Identify And Resolve Underlying Problems Effectively.
3. Manage And Update The Knowledge Base With Accurate Information And Best Practices, Contributing To Overall Team Efficiency And Effectiveness.
4. Independently Resolve Service Tickets Within The Agreed Service Level Agreements (Sla) For Ticket Volume And Response Time, Ensuring Timely Service Delivery.
5. Enhance Customer Satisfaction And Drive Positive Feedback Through First Call Resolution Strategies, Minimizing Rejected Resolutions And Re-Opened Cases.

Skill Requirements

1. Strong Understanding Of Knowledge Management Principles And Itil Framework.
2. Proficient In Servicenow (Snow) Administration And Support, Including Ticket Management And Workflow Optimization.
3. Familiarity With Bmc Remedy And Ca Service Desk For Incident Management And Reporting.
4. Basic Knowledge Of Avanti And Its Application In Service Desk Processes.
5. Excellent Problem-Solving Skills And Attention To Detail.

Other Requirements

1. Itil Foundation Certification Is Required.
2. Servicenow Certified System Administrator Certification Is Optional But Beneficial