ITSM Analyst at TEKsystems

TEKsystems is looking for an ITSM ServiceNow Analyst. This role is responsible for the day-to-day execution of the Knowledge Management processed.

The role assists the Manager of the ITIL Governance Team in governing the Knowledge Management

process.

Core Responsibilities And Essential Functions

Knowledge Management Process Execution

• Manage and coordinate day-to-day Knowledge Management process activities using the

ServiceNow platform.

• Develop, execute, and continually improve a life cycle process for Knowledge Management

and the knowledge base (KB). The lifecycle includes the high-level steps of soliciting and

identifying information that may be useful to add to the KB, and the follow-on steps of

reviewing, categorizing, approving, publishing, updating, and retiring KB content.

• Work with development teams using Agile Methodology to assign, prioritize, and develop

knowledge articles for production use.

• Assign to KB entries appropriate meta data, tags using HTML, and other techniques to

increase ability of manual and automated searching to find desired KB content.

• Coordinate with technical staff administering the following tools, supporting these and any

tools used to support the Knowledge Management process: ServiceNow, MS Teams, and

Moveworks automated Chat Bot.

• Review and analyze data from Moveworks Chat Answer Insight Dashboard to identify

content that the Chat Bot could not answer. Review and analyze data from ServiceNow ITSM

tool and other data sources to identify KB usage trends and to identify when content should

be added, modified, or moved to an archive.

• Maintain Knowledge Management dashboards and produce reports about the KB, KB usage

trends, process effectiveness, and related information.

• Review submitted knowledge articles to ensure content is valid. Define and enforce

standards for KB formatting, style, and quality.

• Create marketing content to help publicize capabilities of the Chat Bot tool and increase

user familiarity and acceptance of the tool.

Required Minimum Education

Bachelor's Degree in related area Required

Required Minimum Skills

ITIL V4 Foundations course

Understand HTML code

Presentation and training skills, both in person and using virtual meeting tools; ability to

communicate complex information clearly in writing and in oral presentations to a range of

audiences.

Intermediate to advanced skills with MS Office applications. Ability to use MS Excel to analyze data

from reporting tools.

Superior writing skills and ability to create business documents. Ability to proofread and otherwise

assess the quality of documents produced by others.

Ability to work with both technical and non-technical personnel at various levels in the organization,

and the ability to work on cross functional teams. Ability to elicit and communicate technical and

non-technical information in a clear and concise manner.

Ability to work with a high level of autonomy; ability to identify when to seek advice from

colleagues.

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave) 

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.