"Knowledge Centered Service Analyst"

Knowledge Centered Service Analyst

Company:
The University of Arizona

Job Location:
Tucson, 85724

Category:
IT Support and Training

Type:
Full-Time

Posting Number: req25042

Department: Support Services

Location: Main Campus

Address: Tucson, AZ USA

Position Highlights

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.

Duties & Responsibilities

• 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.

Minimum Qualifications

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

Preferred Qualifications

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

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Information Technology

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $53,039 - $66,299

Compensation Type: salary at 1.0 full-time equivalency (FTE)

Grade: 7

Compensation Guidance

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and Level: PC1

Job Family: IT Training

Job Function: Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Number of Vacancies: 1

Contact Information for Candidates: uits-jobs@arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

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