Sr. Business Analyst - Knowledge Management

Global Payments Inc. • Alpharetta, GA

2d • Hybrid

About The Position

The Sr. Business Analyst – Knowledge Management supports Global Payments’ Global Knowledge Management Team and helps advance knowledge management processes in a global commerce environment. The role ensures adoption of the Knowledge-Centered Service (KCS) methodology and compliance with KCS governance and standards so knowledge articles are easy to find and consume and meet quality expectations.

The analyst collaborates with stakeholders to encourage KCS best practices and improve processes and workflows through solve loop activities. The position also supports analysis of knowledge management data and process performance, provides technical expertise for knowledge management systems, and liaises between IT and other stakeholders. The role requires adaptability to new systems and practices, including AI, document automation, and ITSM process improvement tools, and serves as an advocate for KCS and Knowledge Management across departments.

This is a hybrid position requiring work in the Alpharetta, Georgia office three days per week. Applicants must be U.S. citizens or valid Green Card holders; visa sponsorship is not available now or in the future.

Requirements

• At least 3 years of experience administering the KCS methodology within the ITSM space.
• In-depth understanding of ServiceNow Knowledge Management capabilities.
• Experience operating in a global, fast-paced environment with an emphasis on positive change and adaptive working practices.
• Expertise engaging and building successful relationships with Knowledge Management process stakeholders.
• At least 3 years of experience managing Knowledge workflows and ensuring timely availability of content to the target audience.
• Technical bachelor’s degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education, training, or work experience.
• Must be a U.S. citizen or valid Green Card holder; visa sponsorship is not available.

Responsibilities

• Ensure adoption of the Global Knowledge Management process based on the Knowledge-Centered Service (KCS) methodology and ensure articles follow KCS governance and standards for findability, usability, and quality.
• Maintain relationships and collaborate with key stakeholders to influence and drive adoption of KCS best practices and improve process and workflow efficiency through solve loop activities.
• Assist in developing trends and analyzing Knowledge Management data to provide insights into process performance and measurements.
• Support knowledge management tools and technologies, including knowledge databases, self-service portals, and data extraction and workflow systems, by providing technical expertise and liaising between IT and other stakeholders.
• Acquire knowledge of new systems and practices as organizational needs evolve, including AI, document automation, and ITSM process improvement tools; stay current with technologies that affect IT service delivery.
• Act as an ambassador and advocate for KCS and Knowledge Management when interacting with other departments.

What This Job Offers

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