Field Tech Specialist

NTT DATA North America • Arlington, TX

2d • Remote

About The Position

The Knowledge Based Articles Lead oversees Knowledge Base Articles (KBAs) within Business Relationship Management under the Service Delivery Line of business, using established approval processes to review, recommend, and implement changes that ensure articles provide current, accurate instructions for efficient issue resolution. With expertise in knowledge management processes and strong analytical and review skills, this role identifies gaps and proposes additions, removals, or updates to the repository, conducting annual accuracy reviews to maintain consistency. The KBA Lead recommends and implements updates to KBAs to support continuous improvement and proactive IT support. The KBA Lead has familiarity with ITSM tools and documentation standards to facilitate integration with self-service portals and workflows. By collaborating with stakeholders, the KBA Lead enhances customer experience, fosters collaboration, and aligns with performance requirements for reviewing, updating, and retiring KBAs to ensure continuity in issue resolution.

Requirements

• Minimum 4 years of work experience
• Ability to obtain Public Trust

Nice To Haves

• Bachelor's degree

Responsibilities

• Expertise in knowledge management processes
• Strong analytical and review skills
• Ability to recommend and implement updates to KBAs
• Familiarity with ITSM tools and documentation standards

Benefits

• medical
• dental
• vision insurance with an employer contribution
• flexible spending or health savings account
• life and AD&D insurance
• short and long term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level