IT Customer Service Analyst

Job Description

REQUIREMENTS

3 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

Preferred
5 years experience, working in a knowledge role, preferably with ServiceNow knowledge.

Education
High school diploma or equivalent. Relevant job experience.

RESPONSIBILITIES

• Self-directed work management — Independently organizes and prioritizes daily tasks with minimal supervision, demonstrating strong initiative and follow-through.
• Stakeholder collaboration — Builds and maintains working relationships with application owners and subject-matter experts to coordinate content updates, verify accuracy, and manage annual article review cycles.
• Review cycle coordination — Proactively follows up with stakeholders to keep article reviews on track and ensure timely completion.
• AI-assisted content development — Uses Claude to analyze project meeting discussions, identify the most relevant information, and incorporate those insights into accurate, well-written support articles.
• Policy and standards compliance — Reviews all support articles to ensure they align with established ITSC policies, procedures, and formatting guidelines before publication.
• Article consolidation — Leverages Claude to identify articles covering similar topics, then merges and rewrites them to eliminate redundancy, improve clarity, and ensure consistent formatting.
• Formatting and quality control — Applies AI and Knowledge Team formatting standards across all content to maintain a consistent, professional, and user-friendly knowledge base.

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