Senior IT Business Analyst - ITIL
Core
Operational owner of the day-to-day Knowledge process and AI-assisted content operations, ensuring knowledge appears at the point of need for the Global Service Desk and IT Virtual Assistant.
Role type
Senior IT Business Analyst (ITIL/Knowledge Management)
Builds
Reusable knowledge articles, AI-assisted content snippets, and guided help flows within ServiceNow.
Domain
Healthcare Technology / IT Service Management / Knowledge Management
Required skills
ITIL v3 Practitioner/Professional, ServiceNow Knowledge administration, KCS v6, requirements analysis, SOP creation, light data analysis, written communication
Preferred skills
ITIL 4 Managing Professional, Prompt library maintenance, A/B testing design, GenAI moderation workflows, multi-language content pipeline
Technologies
ServiceNow, Predictive Intelligence, Agent Assist, Virtual Agent (Robin), Knowledge dashboard
Responsibilities
Review and approve AI-drafted content; tune synonyms and semantic search; configure Virtual Agent intent hints; execute intake to publish workflows; coach Content Owners in KCS v6; convert Problems into reusable articles; define measures and run A/B tests on search tuning; coordinate UAT for AI features. (via careerplan.io/jobs/R67172-1-senior-it-business-analyst-itil-at-medtronic)
Seniority
Senior, hands-on IC