| SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as a subject matter expert by maintaining high-level technical knowledge across all IT technologies. Owns the lifecycle of articles within the ServiceNow Knowledge Platform focusing on creating editing and governing content to support self-service ITIL processes and AI-driven workflows (Now Assist). Defines and enforces standards for knowledge article creation-including templates taxonomy and metadata tagging-while maintaining MediaWiki to ensure knowledge is up to date and usable for both Service Desk staff and the end-user community
Manages the Article Quality Index (AQI) structures metadata and ensures content accuracy. Writes edits and reviews technical documentation to ensure articles are accurate actionable and formatted correctly for search and AI. Maintains the Knowledge Base (KB) by ensuring no articles remain in draft handling retired articles and reviewing user feedback or flags for improvements
Monitors KB analytics to identify gaps track article effectiveness and analyze search success and deflection rates. Leverages AI tools such as Gemini and NotebookLM to synthesize complex technical data and close knowledge gaps through proactive content creation
Provides comprehensive Level 1 2 and 3 IT support leveraging deep technical expertise to resolve a maximum number of tickets across all tiers. Oversees the full lifecycle of Incidents Service Requests Tasks/Catalogs and Work Orders from initial report to final resolution
Oversees ticket triage prioritization and escalation processes to ensure strict adherence to Service Level Agreements (SLAs). Provides real-time Service Desk coverage via phone Live Chat e-mail and service portal to consistently meet and surpass service level requirements
Partners with subject matter experts (SMEs) and stakeholders to facilitate knowledge exchange. Provides comprehensive technical guidance and direction to the team ensuring accurate documentation of tickets and service requests to maintain optimal service levels
Performs duties that may be primarily remote but maintains the requirement to report to the office with a 48-hour notice for operational needs or training purposes. Works flexibly across various locations and shifts as required by operational needs
Performs other related duties as assigned
Educational Level:
Masters degree from an accredited college or university in Management Business Administration Hospital Administration Management Public Administration Accounting or related discipline or
Bachelors degree from an accredited college or university and one (1) year of experience in a business government hospital educational institution or non-profit organization in analysis development and implementation of systems methods and procedures management information development and data
coordination; or
A satisfactory combination of education training and experience
A minimum of Associates degree in Information Technology or a closely related discipline and three (3) years of service desk knowledge base management or technical support experience; or
Bachelors degree in Information Technology or a closely related discipline and one (1) year of service desk knowledge base management or technical support experience
Knowledge Skills Abilities and other Requirements:
Knowledge of ServiceNow Knowledge Management modules including Knowledge Base (KB) structure user criteria workflows and Article Quality Index (AQI) surveys
Excellent skills in translating complex technical information into clear concise and actionable articles for both staff and end-users
Proficiency in MediaWiki and SharePoint / SharePlus for creating agile collaborative technical documentation internal runbooks and document lifecycle management
Experience using Gemini and NotebookLM for knowledge synthesis; advanced proficiency in Microsoft Excel and the Office Suite for tracking performance analytics incident trending and search deflection rates
Advanced hardware and software troubleshooting skills including basic network troubleshooting
Proficiency in Cisco WebEx for remote collaboration and Bomgar for remote desktop support
ITIL Foundation certified or a strong understanding of ITIL Service Desk Best Practices
Experience providing IT support within a hospital or healthcare environment
Experience managing diverse Service Desk queues including phone web e-mail Live Chat and agent alert ticket initiation
A self-motivated team player capable of working independently and maintaining high customer service standards in a stressful high-pressure environment
Years of Experience:
2 - 4 years of experience in a service desk or technical support role
Minimum of 2 years of specific Knowledge Base management experience |
SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES: Serves as a subject matter expert by maintaining high-level technical knowledge across all IT technologies. Owns the lifecycle of articles within the ServiceNow Knowledge Platform focusing on creating editing and governing content to support ...
| SUMMARY OF ESSENTIAL DUTIES AND RESPONSIBILITIES:
Serves as a subject matter expert by maintaining high-level technical knowledge across all IT technologies. Owns the lifecycle of articles within the ServiceNow Knowledge Platform focusing on creating editing and governing content to support self-service ITIL processes and AI-driven workflows (Now Assist). Defines and enforces standards for knowledge article creation-including templates taxonomy and metadata tagging-while maintaining MediaWiki to ensure knowledge is up to date and usable for both Service Desk staff and the end-user community
Manages the Article Quality Index (AQI) structures metadata and ensures content accuracy. Writes edits and reviews technical documentation to ensure articles are accurate actionable and formatted correctly for search and AI. Maintains the Knowledge Base (KB) by ensuring no articles remain in draft handling retired articles and reviewing user feedback or flags for improvements
Monitors KB analytics to identify gaps track article effectiveness and analyze search success and deflection rates. Leverages AI tools such as Gemini and NotebookLM to synthesize complex technical data and close knowledge gaps through proactive content creation
Provides comprehensive Level 1 2 and 3 IT support leveraging deep technical expertise to resolve a maximum number of tickets across all tiers. Oversees the full lifecycle of Incidents Service Requests Tasks/Catalogs and Work Orders from initial report to final resolution
Oversees ticket triage prioritization and escalation processes to ensure strict adherence to Service Level Agreements (SLAs). Provides real-time Service Desk coverage via phone Live Chat e-mail and service portal to consistently meet and surpass service level requirements
Partners with subject matter experts (SMEs) and stakeholders to facilitate knowledge exchange. Provides comprehensive technical guidance and direction to the team ensuring accurate documentation of tickets and service requests to maintain optimal service levels
Performs duties that may be primarily remote but maintains the requirement to report to the office with a 48-hour notice for operational needs or training purposes. Works flexibly across various locations and shifts as required by operational needs
Performs other related duties as assigned
Educational Level:
Masters degree from an accredited college or university in Management Business Administration Hospital Administration Management Public Administration Accounting or related discipline or
Bachelors degree from an accredited college or university and one (1) year of experience in a business government hospital educational institution or non-profit organization in analysis development and implementation of systems methods and procedures management information development and data
coordination; or
A satisfactory combination of education training and experience
A minimum of Associates degree in Information Technology or a closely related discipline and three (3) years of service desk knowledge base management or technical support experience; or
Bachelors degree in Information Technology or a closely related discipline and one (1) year of service desk knowledge base management or technical support experience
Knowledge Skills Abilities and other Requirements:
Knowledge of ServiceNow Knowledge Management modules including Knowledge Base (KB) structure user criteria workflows and Article Quality Index (AQI) surveys
Excellent skills in translating complex technical information into clear concise and actionable articles for both staff and end-users
Proficiency in MediaWiki and SharePoint / SharePlus for creating agile collaborative technical documentation internal runbooks and document lifecycle management
Experience using Gemini and NotebookLM for knowledge synthesis; advanced proficiency in Microsoft Excel and the Office Suite for tracking performance analytics incident trending and search deflection rates
Advanced hardware and software troubleshooting skills including basic network troubleshooting
Proficiency in Cisco WebEx for remote collaboration and Bomgar for remote desktop support
ITIL Foundation certified or a strong understanding of ITIL Service Desk Best Practices
Experience providing IT support within a hospital or healthcare environment
Experience managing diverse Service Desk queues including phone web e-mail Live Chat and agent alert ticket initiation
A self-motivated team player capable of working independently and maintaining high customer service standards in a stressful high-pressure environment
Years of Experience:
2 - 4 years of experience in a service desk or technical support role
Minimum of 2 years of specific Knowledge Base management experience |
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Job Location:
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
