Sr Process and Knowledge Analyst

HomeServices of America•Eden Prairie, MN

20h

About The Position

The Sr. IT Process & Knowledge Analyst is responsible for maintaining and improving IT support processes and knowledge practices to ensure consistent, efficient, and user-focused delivery. This role ensures that IT support operates efficiently, consistently, and with a strong focus on end-user experience. The position plays a critical role in reducing ticket volume, improving resolution times, and enabling self-service through well-defined processes, automation, and knowledge reuse.

Requirements

Bachelor’s Degree in Computer Science, Information Technology, Management Information Systems, or a related degree
5+ years of experience in IT Service Management, IT Support, or related roles
Experience with ITSM platforms
Proven experience in process design, documentation, and optimization
Experience building or managing knowledge bases in an IT environment
Strong understanding of ITSM frameworks such as ITIL
Strong analytical and problem-solving skills

Nice To Haves

Experience with Knowledge-Centered Service (KCS) practices preferred
Experience with workflow automation and service catalog design preferred
Familiarity with Experience Level Agreements (XLAs) and user experience metrics preferred
ITIL certification preferred

Responsibilities

Design, document, and continuously improve IT support processes across Incident, Service Request, Knowledge, and Problem Management
Standardize workflows to drive consistency across service desk and field support teams
Identify inefficiencies, bottlenecks, and rework loops, and implement improvements to increase first contact resolution
Partner with ITSM platform owners to translate processes into automated workflows
Participate in regular process reviews and updates in accordance with defined governance practices
Support and evolve the IT knowledge management strategy
Build and maintain a structured, searchable, and user-friendly knowledge base for both end users and IT staff
Define standards for article creation, approval, lifecycle management, and retirement
Apply Knowledge-Centered Service (KCS) principles to encourage knowledge reuse and reduce escalations
Ensure knowledge is embedded into support workflows to reduce dependency on escalation
Expand self-service capabilities through service catalogs, knowledge articles, and virtual agents
Identify high-volume, repeatable issues and convert them into automated solutions
Partner with engineering and platform teams to implement automation opportunities
Reduce ticket volume by shifting left through knowledge and automation
Track and analyze key performance indicators related to process efficiency and knowledge effectiveness
Analyze ticket data to identify trends, root causes, and opportunities for improvement
Report on metrics such as knowledge usage, deflection rates, and process cycle times
Contribute to continuous improvement initiatives aligned with business outcomes and user experience
Collaborate with IT leadership, service desk, field services, and other business units to align processes with operational needs
Act as a liaison between technical teams and business stakeholders to ensure usability and adoption
Provide training and guidance to IT staff on process adherence and knowledge contribution