Knowledge Analyst
Core
Manage and improve ITIL-based Knowledge Management processes, ensuring the accuracy and relevance of knowledge articles to support IT service delivery.
Role type
Knowledge Analyst (IT Service Management)
Builds
Knowledge Base articles, service improvement proposals, training materials, and reporting metrics for IT support teams.
Domain
IT Service Management (ITIL), Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework knowledge, Service Management processes, MS Excel, Service Management tools, knowledge base management, process improvement, stakeholder liaison, risk identification, metrics design
Preferred skills
vFire experience, ITIL Foundation certification
Technologies
SharePoint, vFire, MS Excel
Responsibilities
Review and update knowledge articles for accuracy and relevance; coordinate knowledge management activities across IT support and development areas; design metrics for reporting on knowledge management performance; assist in developing and improving knowledge management processes; provide guidance to support teams on knowledge base usage; contribute to ISO/IEC20000 accreditation maintenance.
Seniority
Individual Contributor, operational level
