Position Highlights

University Information Technology Services (UITS) is the University of Arizona's central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.

UITS is accepting applications for Knowledge Centered Service (KCS) Analyst II (IT Training Professional II). 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 a hybrid work opportunity from Tucson, Arizona.

Visa sponsorship is not available for this position.

Duties & Responsibilities

Validate and approve edits to knowledge base articles (KAs) submitted by publishing contributors applying the principles and guidelines of Knowledge Centered Service (KCS). Create and improve knowledge base and service catalog content directly. Manage complex feedback follow ups for the knowledge base. Apply established KCS team best practices for managing feedback.
Coach and train other KCS coaches preparing them to teach others how to effectively practice KCS. Coach candidates and contributors directly. Assist KCS team with maintaining training content in the learning management system (D2L Brightspace) with a focus on building quizzes and assignments to confirm learning objectives are met.
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, and Abilities

Excellent writing and editing skills in English.
Excellent customer service skills.
Ability to work effectively as part of a team.
Effective time management skills and ability to handle multiple priorities.
Ability to communicate effectively, both verbally and in writing, in English.
Knowledge of computers, networks, and remote troubleshooting techniques.

Minimum Qualifications

Bachelor's degree or equivalent advanced learning attained through professional level experience required.
Minimum of three (3) years of relevant work experience, or equivalent combination of education and work experience.

Preferred Qualifications

Experience using or supporting Knowledge Centered Service (KCS), with awareness of its principles and practices.

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Knowledge Centered Service Analyst II (Multiple Positions)

The University of Arizona

1200 E University Blvd, Tucson, AZ 85721, USA

Position Highlights

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