Knowwledge Management Service Management Specialist

O'Reilly Auto Parts • Headquarters, KY

2d

About The Position

The Service Management Specialist II is responsible for negotiating, developing, monitoring, and managing service level agreements (SLAs) relating to IT services and ensuring that these are met. This position ensures that all processes, agreements, and contracts are appropriate for the agreed service level targets, with a specific focus on designing and governing Knowledge Management processes within Jira and Confluence to improve IT service delivery.

Requirements

• Knowledge Governance: Expertise in managing the lifecycle of digital knowledge and ensuring adherence to quality standards.
• Data Analysis & Trend Determination: Ability to analyze trends from collected data to assist in decision-making and reporting.
• Negotiation & Consensus Building: Obtains consensus between parties with different interests for the benefit of the organization.
• Verbal & Written Communication: Expresses ideas, formulates plans, and creates lucid reports tailored to various audiences.
• Change Management & Gap Analysis: Conducts gap analysis between current and future states to identify components of the overall change strategy.
• Technical Systems Proficiency: Utilizes database reporting tools and techniques; understands standard office software and ITSM tools (Jira/Confluence).
• Stakeholder Management: Identifies potential stakeholders, analyzes expectations, and develops management strategies.
• Business Context Awareness: Understands business architecture, culture, and processes to document the current state of business needs.
• Inquiry & Critical Thinking: Employs insightful questioning techniques to extract comprehensive information and guide strategic decision-making.
• Education: Bachelor's Degree or Equivalent Level.
• Experience: Experienced practitioner able to deal with the majority of situations and to advise others (3 to 6 years).
• Managerial Experience: Basic experience of coordinating the work of others (4 to 6 months).

Responsibilities

• Process Design & Governance: Design and govern Knowledge Management processes in Jira and Confluence; establish standardized workflows, governance, and lifecycle management to improve consistency and reduce knowledge gaps.
• Repository Management: Develop and maintain structured knowledge repositories by building scalable Confluence spaces and Jira-integrated bases using taxonomy, templates, and metadata to increase retrieval speed.
• ITSM Integration: Integrate knowledge into ITSM workflows (Incident, Problem, Change), ensuring knowledge is captured and reused during PIRs and change validation to drive faster resolution and reduce repeat incidents.
• Quality & Compliance: Drive knowledge quality and standardization by enforcing article standards and review cycles; identify instances of noncompliance with organizational policies and escalate issues as appropriate.
• Automation & Self-Service: Enable automation and intelligent knowledge delivery by leveraging Jira integrations to surface relevant articles during ticket handling, increasing first-contact resolution and ticket deflection.
• Data Analysis & Reporting: Measure and report on knowledge effectiveness using dashboards (Jira, Confluence, DOMO) to provide visibility into usage trends, contribution rates, and MTTR/FCR improvements.
• Stakeholder Engagement: Promote a knowledge-centric culture through training and stakeholder engagement, providing advice and assistance to ensure technical capabilities and services are well understood.
• Continuous Improvement: Resolve complex queries from internal/external customers by interpreting data and identifying answers through the navigation of diverse processes, procedures, and precedents.
• Project Support: Act as a team member supporting change initiatives by providing basic analysis, project plan updates, and support to deliver prescribed outcomes.
• Professional Development: Develop own capabilities by participating in development planning, formal training, and coaching; maintain an understanding of relevant technology (Jira/Confluence) and industry best practices.

Benefits

• Competitive Wages & Paid Time Off
• Stock Purchase Plan & 401k with Employer Contributions Starting Day One
• Medical, Dental, & Vision Insurance with Optional Flexible Spending Account (FSA)
• Team Member Health/Wellbeing Programs
• Tuition Educational Assistance Programs
• Opportunities for Career Growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees