US: Service Desk Knowledge Manager

Unisys

27d

About The Position

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable, advanced technology is our vision. At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting-edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently. Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making a positive impact on enhancing the quality of life to help make this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
In this role you will be required to own and manage the Knowledgebase (KB) for various audiences including IT Service Desk, End users and Artificial Intelligence (AI) Tools and Automation flows. Achieve continual improvement to support and achieve current and futuristic goals for/related legacy support and AI related automation. You will have the opportunity to lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives. Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies among other Industry best practices. You will be part of a dynamic global team that collaborates and coordinates across multiple ITIL Internal and external support teams. Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department’s vision of end-user experience excellence. Awareness and excitement to learn, employ GenAI and be able to collaborate with AI tool developers for continual improvement. Having a good understanding of how Developer approaches feature development helps.

Requirements

• Bachelors’ Degree in any field.
• ITIL foundation certified.
• Minimum 2+ years of IT Service Desk Level 1 experience is preferred.
• Efficient to understand Prompt engineering and use it effectively.
• Good understanding of the effective use of prompt engineering
• Excellent writing and verbal skills are essential
• Ability to translate IT processes into an effective article for Service Desk, Self-Service, and Level2/3 consumption
• Good understanding of IT Service Desk Level 1 Support processes.
• Proficiency in structuring and rewriting content for each target audience
• Possessing a highly resourceful, self-driven, and proactive attitude.
• Understanding and experience with AI/AI Tools and Automation.
• Innate curiosity about the Unisys environment and clients
• Basic Project Management skills

Nice To Haves

• ITIL Certification and practical skills to create knowledgebase articles will be a plus.

Responsibilities

• Own and manage the Knowledgebase (KB) for various audiences including IT Service Desk, End users and Artificial Intelligence (AI) Tools and Automation flows.
• Achieve continual improvement to support and achieve current and futuristic goals for/related legacy support and AI related automation.
• Lead and drive Improvements by integrating the Knowledgebase with the Automation tools and initiatives.
• Utilize ServiceNow as the primary KB repository and employ ITIL and KCS methodologies among other Industry best practices.
• Collaborate and coordinate across multiple ITIL Internal and external support teams.
• Manage Knowledgebase Articles across multiple clients; research knowledge requirements; generate reporting and communicate with key stakeholders; proactively run small projects to support our department’s vision of end-user experience excellence.
• Learn, employ GenAI and collaborate with AI tool developers for continual improvement.

What This Job Offers

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