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 resolution
Reduce incident volumes
Increase service efficiency and customer satisfaction
Key Responsibilities
Govern the Service Desk Knowledge Management process
Ensure knowledge articles are accurate, current, and aligned with ITIL best practices
Promote knowledge reuse and self-service adoption
Support continuous service improvement through effective knowledge sharing
Collaborate closely with Incident, Problem, Change, and Service Desk teams
Day-to-Day Activities
        

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Knowledge Curation-Knowledge Manager

Job Description

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