IS Service Desk Knowledge Management Analyst

2 weeks ago


Hamilton, United States CareerBuilder Full time

The IS Service Desk Knowledge Management Analyst is responsible for the knowledge management process within ServiceNow and keeps the knowledge articles current with subject matter experts (SMEs) in order to minimize service desk escalation to tier 2 teams. Assists with taking calls during high call volume surges.
Job Responsibilities:
Owner of the Knowledge Management Module within ServiceNow from a Service Desk perspective.
Thorough understanding of ESD processes and practices.
Expertise on the ServiceNow CRM Platform Modules of Incident Management, Request Management, Knowledge Management and User Self-Service Portal.
Maintains the Knowledge Management Process (Create, Update, Review, Promote and Retire).
Ensures that knowledge articles are released weekly by ServiceNow and forwarded to the Service Desk QA team and management and Tier II team leads and management to review/revise for resubmittal into the Knowledge Management module within a specified deadline to keep the content current.
Notifies the Service Desk of any new Knowledge Articles or any changes to existing ones on an regular basis.
Reviews weekly incident trends with Incident Manager to determine which escalated issues could have been resolved by the Service Desk if given training, access, and knowledge articles.
Meets with Tier II teams and management monthly to present what issues can be resolved by the Service Desk through training, access, and knowledge articles, to resolve issues at Tier 1 and increase customer productivity and satisfaction.
Every quarter reviews Service Desk Knowledge Article usage and determines if outdated articles can either be updated or retired.
Publishes a monthly report of the Top 20 Knowledge Articles used by the Service Desk.
Determines which Knowledge Articles can be posted on the ServiceNow Self-Service Portal for users to resolve issues on their own and reduce Service Desk call volume.
Owner of ServiceNow Knowledge Templates and Articles to maintain content, consistent formatting, and grammar prior to promoting to production.
Requirements:
Education:

Associate's Degree or relevant experience in lieu of degree
Experience:

2 years of experience in a knowledge management role, 2 years of experience with ServiceNow or similar ITSM tool required, 3 years of customer service experience in a service desk or call center environment
Certification:

ITIL 4 Foundation Certification is required within 12 months of start date; HDI Knowledge Centered Service (KCS) Principles or HDI KCS Foundation preferred

#J-18808-Ljbffr



  • Hamilton, United States CareerBuilder Full time

    About the Company Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the cost of IT ownership. We...

  • Front Desk Agent

    2 weeks ago


    Hamilton, Ohio, United States SpringHill Suites Pittsburgh ButlerCentre City Full time

    We are hiring Front Desk Agents for part-time or full-time. Looking for reliable and responsible candidates to join our team. Hotel experience is preferred but not necessary. Pay is based on experience. Accommodates guests of the hotel while displaying the highest standards of quality guest service. Duties include but are not limited to: -Making...


  • Hamilton, United States BAE Systems, plc Full time

    - - This position can be based out of either Sterling, VA, or Rockville, MD, and is eligible for maximum telework (>50%). - - This BAE Systems program supports a federal customer who plays a key role in providing direct cybersecurity engineering supp Business Analyst, Security Engineer, Business, Analyst, Junior, Project, Technology, Business Services

  • Office Manager

    3 weeks ago


    Hamilton, Ohio, United States Horizon Chemical LLC Full time

    Description: Horizon Commercial Pools is a fast-growing company specializing in all things relating to commercial and public swimming pools. We are committed to providing exceptional service while developing long-term relationships with our customers, staff, suppliers, and industry professionals. We support and develop all our team members through ongoing...


  • Hamilton, United States CareerBuilder Full time

    Job DescriptionJob Description Job Title: Sr. SOC Analyst/Security Engineer Technical Specialist Location: Sterling, VA Terms: Full-time Requirements: Must be a U.S. Citizen with Active Secret Security Clearance About us Cyber Management is a rapidly growing Veteran Owned Small Business (VOSB). To us, Cyber is no buzzwordit is all of the technology...

  • Claims Analyst

    2 weeks ago


    Hamilton, United States CareerBuilder Full time

    Overview: As a Household Goods Moving Claims Analyst, you will play a pivotal role in ensuring customer satisfaction and managing claims associated with household goods relocation services. You will be responsible for investigating and resolving claims filed by customers related to damages, losses, or discrepancies during the moving process. Your attention...


  • Hamilton, United States NorthStar Medical Management Full time

    Job DescriptionJob DescriptionSalary: $18.00Rocky Mountain Eye and Optical - Hamilton is looking for a full-time Receptionist and Optical Float. This is an excellent career opportunity for a highly motivated and hardworking individual with all on-the-job training provided! Hours are Monday-Friday 8:00am – 5:00pm, NO nights and weekends = great work-life...


  • Hamilton, United States CareerBuilder Full time

    Summary Our client is a leading IT Solutions Company located in the Dulles, VA area (Ashburn and Sterling, VA) and they are in need of a IT Technical Support Manager . A qualified candidate would have both proven experience with technology and outstanding personal communication skills. You should enjoy building solutions that leverage technology to meet a...

  • Medical Assistant

    3 weeks ago


    Hamilton, United States Podiatry Service Company LLC Full time

    Job DescriptionJob DescriptionWe are looking for a full-time Medical Assistant with the ability to multitask and able to handle a fast paced, but fun work environment. This position will require travel to our clinics in Mason and FairfieldDuties include but are not limited to:Recording medical history and vitalsRooming patientsAssisting physicians with minor...

  • Data Analyst

    2 weeks ago


    Hamilton, United States Gainwell Technologies Full time

    As a Data Analyst (Visual Basic Application) (Onsite) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some...

  • Data Analyst

    2 weeks ago


    Hamilton, United States Gainwell Technologies Full time

    As a Data Analyst (Visual Basic Application) (Onsite) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some...

  • Construction Manager

    2 weeks ago


    Hamilton, United States BrandSafway Full time

    Construction Manager Summary **Title:** Construction Manager **ID:** 2048481 **Location:** Hamilton, OH **Job Function :** Operations Management Description **Job Title:** Construction Manager **Location:** 1978 Jackson Road, Hamilton OH 45011 **Hours:** 7am to 4:30pm **_(Hours may vary depending on business needs)_** We are looking for a **_Construction...

  • Operations Manager

    2 weeks ago


    Hamilton, United States Superior Insurance Partners Full time

    We are seeking an experienced and detail-oriented Operations Manager to oversee various operational functions within our organization, specifically focusing on client services processes and systems. Reporting directly to the Agency Principal, the successful candidate will play a crucial role in leading a Client Service team to deliver high-quality and...

  • Operations Manager

    2 weeks ago


    Hamilton, United States Superior Insurance Partners Full time

    We are seeking an experienced and detail-oriented Operations Manager to oversee various operational functions within our organization, specifically focusing on client services processes and systems. Reporting directly to the Agency Principal, the successful candidate will play a crucial role in leading a Client Service team to deliver high-quality and...

  • Operations Manager

    2 weeks ago


    Hamilton, United States Superior Insurance Partners Full time

    We are seeking an experienced and detail-oriented Operations Manager to oversee various operational functions within our organization, specifically focusing on client services processes and systems. Reporting directly to the Agency Principal, the successful candidate will play a crucial role in leading a Client Service team to deliver high-quality and...


  • Township of Hamilton, United States Hand & Stone - Corporate Office Full time

    **Benefits**: - 401(k) - 401(k) matching - Bonus based on performance - Competitive salary - Dental insurance - Employee discounts - Health insurance - Opportunity for advancement - Paid time off - Training & development - Vision insurance Hand and Stone Massage and Facial Spa in Hamilton is currently seeking a sales focused Assistant Sales Manager to help...

  • Pool Manager

    2 weeks ago


    Hamilton, United States NOVA Parks Full time

    The Pool Manager is responsible for the care, operation and maintenance of the pool facilities. Pay Rate: $18.00 per hourMajor Duties/Specific Tasks Ensures safe and proper operation of the waterpark complex by conducting routine inspections. Assists with hiring of waterpark staff. Supervises waterpark staff of lifeguards, assists with training and...

  • ServiceNow Developer

    2 weeks ago


    Hamilton, United States CareerBuilder Full time

    Title: ServiceNow Developer Level4 This is a PIPELINE Position - Start Date TBD Description : Solutions LLC is supporting our prime contractor and their U.S. Government customer on a large mission-critical development and sustainment program to design, build, deliver, and operate a network operations environment; including introducing new cyber capabilities...


  • Hamilton, United States CareerBuilder Full time

    Responsibilities Acquisition & Deployment Conduct research and make recommendations on BI products, services, and standards in support of procurement and development efforts. Evaluate and select database/data warehouse components, including hardware, relational database management systems, ETL software, metadata management tools, and database design...

  • FT - Tax Manager

    2 weeks ago


    Hamilton, United States Endless Careers Full time

    Job Description Job Description Description: Skills: public accounting, current and valid CPA license, QuickBooks and Thomson Reuters Software, Public Accounting, Small and midsize business owners, CPA-licensed Qualifications: bachelor’s or master’s degree in accounting Who We Are: We're a small but rapidly growing public accounting firm. Our team is...