Role Summary

The Knowledge Management Senior Analyst is responsible for defining, maintaining, and continuously improving Knowledge Management within the Digital Workplace Solutions (DWS) environment.

This role ensures that accurate, relevant, and reusable knowledge is created and maintained to:

• Improve first contact resolution
• Reduce incident volumes
• Increase service efficiency and customer satisfaction

Key Responsibilities

• Govern the Service Desk Knowledge Management process
• Ensure knowledge articles are accurate, current, and aligned with ITIL best practices
• Promote knowledge reuse and self-service adoption
• Support continuous service improvement through effective knowledge sharing
• Collaborate closely with Incident, Problem, Change, and Service Desk teams

Day-to-Day Activities

• Manage the knowledge management lifecycle in line with ITIL/ITSM best practices
• Create, review, approve, publish, and maintain knowledge articles in the ITSM knowledge base
• Define and enforce knowledge standards, templates, and processes
• Partner with Service Desk and resolver teams to capture and document knowledge
• Analyze incidents, requests, and problems to identify knowledge gaps
• Monitor knowledge usage metrics (e.g., article effectiveness, reuse rates, feedback)
• Identify and address outdated, duplicate, or low-value content
• Develop and maintain SOPs and work instructions
• Collaborate with Problem Management on known errors and workarounds
• Work with Change Management to keep knowledge aligned with approved changes
• Drive self-service and “shift-left” strategies through high-quality knowledge content
• Escalate risks, gaps, and improvement opportunities in the knowledge process

Key Skills & Competencies

• Strong written and verbal communication skills
• Ability to translate technical content into user-friendly language
• Solid understanding of ITIL processes, particularly Knowledge Management and Service Desk operations
• Analytical skills to identify knowledge gaps from incident and request data
• Working knowledge of enterprise IT environments (hardware, software)
• High attention to detail and strong organizational skills
• Ability to collaborate and influence across technical and non-technical teams

Qualifications & Experience

Experience

• 3–5 years of experience in Digital Workplace Services (internal or outsourced environments)

Education

• Bachelor’s degree in an IT-related field, or
• Technical high school diploma with additional IT certifications

Certifications

• ITIL Foundation (required)
• Knowledge-Centered Service (KCS) certification (preferred)
• ISO 20000 Foundation (preferred)