Sr. Business Analyst - Knowledge Management

Global Payment Holding Company • Alpharetta, GA

1d • Hybrid

About The Position

The Sr. Business Analyst – Knowledge Management will support the Global Knowledge Management Team and help advance global commerce. The position is hybrid, with three days per week in the Alpharetta, Georgia office. It is not eligible for visa sponsorship; candidates must be U.S. citizens or valid Green Card holders.

The role focuses on adoption and governance of the Global Knowledge Management process, which is based on the Knowledge-Centered Service (KCS) methodology. The analyst works with stakeholders to improve knowledge workflows and processes, analyzes Knowledge Management data and performance, and supports related tools and technologies. The position also requires flexibility to learn new systems and practices, including AI, document automation, and other ITSM process-improvement tools, and to promote KCS and Knowledge Management across departments.

Requirements

• A technical bachelor’s degree in Information Systems, Computer Science, or a related field, or an equivalent combination of education, training, or work experience.
• In-depth understanding of ServiceNow Knowledge Management capabilities.
• At least 3 years of experience administering the KCS methodology within ITSM.
• Experience working in a global, fast-paced environment emphasizing 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 its target audience.
• 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 built on the Knowledge-Centered Service (KCS) methodology and ensure knowledge articles meet KCS governance and standards for usability, findability, and quality.
• Maintain relationships with key stakeholders and collaborate to influence and drive adoption of KCS best practices, with a focus on improving process and workflow efficiency through solve loop activities.
• Assist in developing trends and analysis of Knowledge Management data to provide insights into process performance and measurements.
• Support knowledge management tools and technologies, including knowledge databases, self-service portals, data extraction systems, and workflow systems, by providing technical expertise and liaising between IT and other stakeholders.
• Acquire knowledge of new systems and practices as organizational needs change, including AI, document automation, and other ITSM process-improvement tools.
• Stay informed about new 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