Knowledge Centered Service Analyst

University Information Technology Services at the University of Arizona is seeking a Knowledge Centered Service (KCS) Analyst.

The ideal candidate will join a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base (powered by ServiceNow).

Integral to the IT support ecosystem, the KCS Team works closely with and provides training for the 24/7 Service Desk and other Support Services teams. During high-volume periods, the KCS team actively supports the Service Desk by directly handling incoming calls and chats.

This position may offer hybrid opportunity from within Tucson, Arizona.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

• Create, review, and improve knowledge articles (KAs) within the University's Knowledge Base following the principles and guidelines of Knowledge Centered Service.
• Monitor customer feedback on KAs and take appropriate action based on the content and context of the feedback.
• Apply established KCS team best practices for managing feedback.
• Coach and train KCS candidates and contributors to effectively practice KCS as part of the support workflow.
• Assist KCS team with maintaining training content in the learning management system (D2L Brightspace).
• Attend, participate in or lead a variety of meetings: KCS coaching and training sessions, weekly team meetings, KCS consultations, 1on1s, and professional development.
• Provide exceptional customer support via phone and chat: diagnosing and resolving technical challenges with precision and empathy.
• Analyze support interactions to enhance Service Desk knowledge management and training effectiveness.

Knowledge, Skills, Abilities:

• Excellent writing and editing skills.
• Excellent customer service skills.
• Ability to work productively and efficiently in a team environment.
• Skilled in time management with the ability to handle multiple priorities.
• Ability to effectively communicate verbally and in writing.
• Ability to effectively leverage approved AI-powered writing tools to accelerate content creation and improve the quality of knowledge articles and other written documentation.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's Degree or equivalent advanced learning attained through experience required.

• Experience with Knowledge Centered Service (KCS).
• Experience working with computers, networks, and remote troubleshooting techniques.