Back
Tier-1 employer, common IT Business Analyst title, and metro location increase candidate competition.
Specialized ITSM, ServiceNow, and KCS requirements moderately limit transferability across non-ITSM contexts.
Mandatory 7+ years, ITIL certification, ServiceNow and KCS knowledge enforce strict screening.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Own and manage day-to-day Knowledge Management processes and AI-assisted content operations within IT Service Management.
Serve as front-line partner to Global Service Desk and peers to ensure knowledge accessibility via IT portals and virtual assistants, improving search effectiveness and incident resolution metrics.
Co-administer and optimize the Knowledge dashboard to analyze data, run A/B tests, and implement improvements in content quality and search tuning.
Bachelor’s or Master’s degree or equivalent.
7+ years of relevant experience including at least 5 years in ITSM support/process roles and 2+ years in Knowledge or adjacent processes (Incident/Request).
Minimum ITIL v3 Practitioner/Professional certification; ITIL 4 practice-level or Managing Professional preferred.
Experience with ServiceNow knowledge administration, Predictive Intelligence, Agent Assist, Virtual Agent technologies, and proficiency in English (C1+).
Experienced in managing integrated ITSM Knowledge processes with measurable impact on knowledge quality and search performance.
Strong skills in BA deliverables such as requirements documentation, SOPs, acceptance criteria, and light data analysis.
Familiar with KCS v6 methodology and corporate GenAI guidelines including moderation and multi-language content pipelines.