ITSM Process & Knowledge Management Analyst

Key Responsibilities:

ITSM Process Management:

• Design, document, implement, and maintain core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Service Catalog).
• Monitor and analyze ITSM process performance; provide regular reporting and recommendations for improvement.
• Facilitate process audits and ensure alignment with ITIL best practices.
• Work with process owners and stakeholders to ensure cross-functional alignment and process efficiency.
• Support process training and onboarding for IT staff.

Knowledge Management:

• Develop and maintain a structured Knowledge Management (KM) strategy and governance model.
• Design and manage the knowledge base structure, taxonomy, and workflows.
• Coordinate with Subject Matter Experts (SMEs) to capture, curate, and review knowledge articles.
• Promote knowledge reuse and ensure content is accurate, accessible, and up-to-date.
• Implement feedback and continuous improvement loops for knowledge content.

Tool & System Support:

• Support configuration and optimization of ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell, Jira Service Management).
• Ensure integration of KM processes with other ITSM processes and tools.
• Provide user support and troubleshooting for ITSM and KM tools.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 3+ years of experience in ITSM and/or Knowledge Management roles.
• ITIL Foundation Certification required (Intermediate or Expert preferred).
• Experience with ITSM platforms (e.g., ServiceNow, BMC, Jira).
• Strong analytical, documentation, and communication skills.
• Experience in developing or managing Knowledge Bases using KCS (Knowledge-Centered Service) principles is a plus.

Soft Skills:

• Strong organizational and problem-solving abilities
• Ability to work independently and collaboratively
• Excellent interpersonal and stakeholder management skills
• Continuous improvement mindset