Sr Process and Knowledge Analyst

The Sr. IT Process & Knowledge Analyst is responsible for maintaining and improving IT support processes and knowledge practices to ensure consistent, efficient, and user-focused delivery. This role ensures that IT support operates efficiently, consistently, and with a strong focus on end-user experience. The position plays a critical role in reducing ticket volume, improving resolution times, and enabling self-service through well-defined processes, automation, and knowledge reuse. Job Duties and Responsibilities (Essential Job Functions) Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations. 1. Process Management & Optimization Design, document, and continuously improve IT support processes across Incident, Service Request, Knowledge, and Problem Management Standardize workflows to drive consistency across service desk and field support teams Identify inefficiencies, bottlenecks, and rework loops, and implement improvements to increase first contact resolution Partner with ITSM platform owners to translate processes into automated workflows Participate in regular process reviews and updates in accordance with defined governance practices 2. Knowledge Management Support and evolve the IT knowledge management strategy Build and maintain a structured, searchable, and user-friendly knowledge base for both end users and IT staff Define standards for article creation, approval, lifecycle management, and retirement Apply Knowledge-Centered Service (KCS) principles to encourage knowledge reuse and reduce escalations Ensure knowledge is embedded into support workflows to reduce dependency on escalation 3. Self-Service & Automation Enablement Expand self-service capabilities through service catalogs, knowledge articles, and virtual agents Identify high-volume, repeatable issues and convert them into automated solutions Partner with engineering and platform teams to implement automation opportunities Reduce ticket volume by shifting left through knowledge and automation 4. Reporting & Continuous Improvement Track and analyze key performance indicators related to process efficiency and knowledge effectiveness Analyze ticket data to identify trends, root causes, and opportunities for improvement Report on metrics such as knowledge usage, deflection rates, and process cycle times Contribute to continuous improvement initiatives aligned with business outcomes and user experience 5. Stakeholder Engagement Collaborate with IT leadership, service desk, field services, and other business units to align processes with operational needs Act as a liaison between technical teams and business stakeholders to ensure usability and adoption Provide training and guidance to IT staff on process adherence and knowledge contribution Performance Expectations Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management. Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism. Establish and maintain positive and productive work relationships with all staff, customers and business partners. Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development. Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications Education:

Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or a related degree

Experience:

5+ years of experience in IT Service Management, IT Support, or related roles Experience with ITSM platforms Proven experience in process design, documentation, and optimization Experience building or managing knowledge bases in an IT environment Experience with Knowledge-Centered Service (KCS) practices preferred Experience with workflow automation and service catalog design preferred Familiarity with Experience Level Agreements (XLAs) and user experience metrics preferred

Knowledge and Skills:

Strong understanding of ITSM frameworks such as ITIL Strong analytical and problem-solving skills Other (licenses, certifications, schedule flexibility/OT, travel, etc.): ITIL certification preferred

Wage:

$92,000 - $124,000 annually; actual wage is based upon education and experience.

Benefits:

Full suite of benefits including Medical, Health Savings Account, Dental, Vision, Life Insurance, Paid Vacation (PTO), 401(k) with employer match, Flexible Spending Account, and Employee Assistance Program (EAP) Equal Opportunity Employer