Knowledge Centered Service Analyst II (Multiple Positions)

About the role

The ideal candidate will join a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base, powered by ServiceNow. Integral to the IT support ecosystem, the KCS Team works closely with and provides training for the 24/7 Service Desk and other Support Services teams. During high-volume periods, the KCS team actively supports the Service Desk by directly handling incoming calls and chats.

Responsibilities

• Maintain and enhance the University of Arizona's Knowledge Base, ensuring its accuracy and accessibility.
• Provide training and support to the 24/7 Service Desk and other Support Services teams.
• Actively support the Service Desk during high-volume periods by handling incoming calls and chats.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 2 years of relevant experience in IT support, training, or knowledge management.
• Experience with ServiceNow and knowledge base systems.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

Qualifications

• Proficiency in Microsoft Office Suite.
• Knowledge of customer service best practices.
• Experience with ServiceNow and knowledge base systems.

Skills

• Excellent written and verbal communication skills.
• Strong problem-solving and analytical skills.
• Ability to handle multiple tasks simultaneously.
• Experience with ServiceNow and knowledge base systems.

Benefits

• Flexible work schedule.
• Competitive salary commensurate with experience.
• Professional development opportunities.
• Health insurance benefits.
• Retirement plan contributions.

Pay

Salary is commensurate with experience.

Schedule

Flexible work schedule available.