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, process improvements, and training materials for IT support teams
Domain
IT Service Management (ITIL), Knowledge Management
Deliverable
dashboards & analysis
Required skills
ITIL framework knowledge, Service Management processes, Knowledge Management systems, MS Excel, stakeholder communication, process improvement, metrics design, SharePoint
Preferred skills
vFire, ITIL Foundation Accreditation
Responsibilities
Review and update knowledge articles for accuracy and relevance, coordinate knowledge management activities across IT support areas, design metrics for reporting on performance indicators, assist in developing training courses, interface with Service Desk and Problem Management, contribute to ISO/IEC20000 accreditation
Seniority
Mid-level, hands-on IC