Job Description
Description and Requirements
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 resolutionReduce incident volumesIncrease service efficiency and customer satisfactionKey Responsibilities
Govern the Service Desk Knowledge Management processEnsure knowledge articles are accurate, current, and aligned with ITIL best practicesPromote knowledge reuse and self-service adoptionSupport continuous service improvement through effective knowledge sharingCollaborate closely with Incident, Problem, Change, and Service Desk teamsDay-to-Day Activities
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