We are seeking a driven and detail-oriented Knowledge Analyst to join our IT support team at Anywhere. In this role, you will be responsible for creating, editing, and optimizing content within ServiceNow and managing all stages of the knowledge management lifecycle. The ideal candidate will work closely with product managers, engineers, and business owners to ensure effective management and utilization of knowledge assets. You will ensure that Anywhere maintains the highest level of knowledge documentation, from self-help resources to technical instructions.

Key Responsibilities:

Content Creation and Optimization: Develop, edit, and optimize knowledge articles and other content within ServiceNow to ensure accuracy, relevance, and accessibility for a variety of audiences; from non-technical end-users to programmers and technicians.  Knowledge Management Lifecycle: Oversee all stages of the knowledge management lifecycle, including creation, review, publication, and retirement of knowledge assets. Collaboration: Partner with stakeholders across business units to gather requirements, provide insights, and ensure alignment with business objectives. ITIL Best Practices: Adhere to ITIL best practices to ensure efficient and effective management of IT services and knowledge assets. Process Optimization: Analyze knowledge content and ticket trends to identify and implement process improvements. Drive continuous enhancement of the efficiency and effectiveness of knowledge content and knowledge management activities. AI and Automation: Leverage AI technologies to drive automation and self-service initiatives, aiming to reduce ticket touches and handle time. Training and Support: Provide training and support to end-users and stakeholders to promote the effective use of knowledge management tools and practices.

Preferred Skills and Qualifications:

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Over 3 years of proven experience in knowledge management, preferably within a ServiceNow environment. Experience with AI technologies and their application in process optimization and automation. Background with Now Assist highly desired.  Strong understanding of ITSM and ITIL best practices and their application in knowledge management. Excellent written and verbal communication skills. Ability to work collaboratively with cross-functional teams. Strong analytical and problem-solving skills. Delivery-oriented, self-managing, and effective in matrix teams. Deep passion for customer service and operational excellence. Familiarity with other knowledge management tools and platforms.

Why Join Us:

Opportunity to work with a talented and diverse team. Access to continuous learning opportunities, including certifications and training in advanced knowledge management and AI technologies. Engage in innovative projects that leverage cutting-edge technologies, contributing to the continuous improvement of our knowledge management practices.

If you are passionate about knowledge management and eager to make a significant impact, we would love to hear from you!