ServiceNow Knowledge & Quality Officer (m/w/d)
Core
Drive Knowledge Management, Operational Quality, and User Satisfaction for the Helpdesk organization by managing ServiceNow knowledge bases, reviewing incidents, and coaching technicians.
Role type
Senior ServiceNow Knowledge & Quality Officer
Builds
Knowledge articles, troubleshooting guides, procedures, and improved Helpdesk processes
Domain
IT Service Management (ITSM) / Knowledge Management
Required skills
ServiceNow administration, technical writing, incident and request management, ITIL principles, analytical problem-solving, user story translation, AI/LLM tool usage, HTML/CSS
Preferred skills
Coaching and feedback delivery, continuous improvement methodologies, stakeholder management
Technologies
ServiceNow, Microsoft Copilot, HTML, CSS
Responsibilities
Create, review, and improve knowledge articles and troubleshooting guides; Perform quality reviews of incidents and service requests; Coach technicians on best practices; Analyze user feedback to improve satisfaction; Propose and test ServiceNow evolutions; Translate business needs into User Stories
Seniority
Senior, hands-on IC